Supervisor - SRS Contact Center - Day Shift - Full Time

Hours:

Shift Start Time:

8 AM

Shift End Time:

5 PM

AWS Hours Requirement:

8/40 - 8 Hour Shift

Additional Shift Information:

Weekend Requirements:

As Needed

On-Call Required:

No

Hourly Pay Range (Minimum - Midpoint - Maximum):

$31.691 - $39.614 - $47.537

 

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.  The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices. 

 

What You Will Do
Responsible for supervision and coordination for Call Center and PBX operations to ensure efficient daily operations, quality outcomes and internal and external customer satisfaction. Ensures effective and efficient of telephone and appointment access and messaging for all primary care providers and PBX.

Required Qualifications

• H.S. Diploma or Equivalent
• 2 Years leadership experience in a call center environment.
• Experience with electronic mail, word processing, spreadsheets, and database programs.

Preferred Qualifications

• Bachelor's Degree in related field.
• Other : Coursework in medical terminology.

Essential Functions

• Change management
  Responsible for effectively supporting and driving initiatives.
  Responsible for leading the team through changes and new initiatives.
  Drives consistency in process.
• Collaboration and communication
  Collaborates and communicates with physician leadership and staff physicians to assure their involvement with the continuity of quality service outcomes and the resolution of operational problems.
  Build and maintain effective working relationships with business partners and leaders across sites and departments.
  Attend Site Leadership/Physician meetings to share Call Center results ensuring the performance goals are met.
• Human resource management
  Provides direct supervision and guidance to direct reports.
  Is available and visible to employees. Makes regular rounds. Responds to problems, issues and questions in a timely manner.
  Uses appropriate hiring techniques, including screening for technical and service oriented skills/experience.
  Recognizes and rewards employee's job performance, especially delivery of outstanding customer service.
  Teaches and develops employees by delegating tasks and at the same time ensuring that employees know how to do the task. Helps employees set improvement goals and advance/move on if they want to.
  Provides feedback and timely performance reviews for each employee.
  Ensures consistent application of human resources policies and department guidelines.
• Leadership
  Lives a service mission by demonstrating a patient centered department and organization. Consistently emphasizes the importance of front line employees and physicians.
  Responds to deadlines and projects accurately and timely - takes initiative in communication and program/service enhancement.
  Respect others and earn their respect by role model for employees. Encourage, praise, and acknowledge front line staff on a regular basis.
  Keep confidences - especially with information from or about patients, employees and physicians. Admit mistakes and ask for input. Be respectful of other's time - be punctual and let others know if plans change.
  Communicates regularly to ensure the employees and physicians understand decisions made and how they will be affected, using both written and oral methods.
  Conducts regular meetings with departments as necessary. Promote discussion and actively listens/responds to staff ideas. Demonstrates a willingness to change and try new ideas.
  Cares about and advocates for others. When problems arise, listen to staff members and understand all sides of an issue before taking action. Assists employees in prioritizing when they are overwhelmed. Raises employee and patient concerns in leadership forums while balancing their needs with the organizations' needs and limitations.
  Participates in special projects and activities, as needed.
• Quality and customer service
  Evaluates patient satisfaction and patient liaison reports, opinion surveys and other customer satisfaction indicators via Press Ganey Service Portal.
  Develops systems, action plans and procedures to assure quality outcomes for internal and external customers.
  Monitors call volumes, telephone s