Supervisor, Call Center, Full time, Days - 10am-6pm, Morristown

Summary:

The Central Scheduling Supervisor is responsible for overseeing the daily operations of the Central Scheduling team to ensure efficient, accurate and patient-centered scheduling services. Provides leadership, guidance and support to the Team Lead, Scheduler II and Scheduler I team members, ensuring adherence to AHS standards, performance goals and customer service excellence. Nice cXone experience/ phone system experience highly preferred

• Monitors contact center activity, manages staff schedules, conducts quality audits and implements process improvements to optimize access and scheduling for our patient population.
• Collaborates with ancillary clinical, administrative, technical and administrative teams to resolve scheduling challenges, streamline workflows and support strategic initiatives.
• Fosters a positive team culture focused on continuous learning, accountability and delivery excellent patient service. 

 

Job Duties:

• Supervise staff on day-to-day assignments and completion of all expected work including:
  • Supervising daily operations, ensuring timely and accurate handling of calls, scheduling requests and inquiries.
  • Developing and maintaining team schedules to ensure adequate coverage during peak hours and high-demand periods.
  • Provides direct supervision, coaching, and performance feedback to team.
  • Conducting quality call audits and monthly team evaluations to ensure compliance with policies and service standards.
  • Assisting with training and onboarding of new staff and ongoing skill development for existing staff.
  • Ensuring we meet Contact Center KPIs and POS cash collection goals.  
  • Builds trust and motivates staff in efforts to maintain a high performing team capable of setting priorities and making sound judgments.
  • Generating performance metrics reports inclusive of operational KPIs, team member productivity and quality measures.
  • Escalation and troubleshooting to support operations
  • Completes interviews and hiring, as required, to ensure team is fully staffed.
  • Cross coverage of all departmental assignments and assisting with projects as required

Required:

• High School diploma

 

Preferred:

• Associate degree or equivalent in certification
• 3-5 years prior experience of Scheduling and/or Contact Center workflows will be considered in lieu of Associate degree
• Nice cXone experience/ phone system experience highly preferred

Atlantic Medical Group is a physician-led and physician-governed organization that delivers the highest quality health care, at the right place, the right price, and the right time.  We are a multispecialty physician group with more than 1,000 doctors, nurse practitioners and physician assistants at over 300 locations throughout northern and central New Jersey and northeast Pennsylvania. Our mission is to deliver exceptional care recognizing the unique needs of all those we serve. Our vision is to achieve the best outcomes with our patients at the center of the physician-led team, driven by service, innovation and continuous learning.

Our integrated network offers seamless access to Atlantic Health System’s entire health care continuum and our nationally and regionally ranked hospitals. In collaboration with Atlantic Health System, several of our practices offer urgent care and walk-in services.

In addition to primary care physicians, the team includes specialists that care for patients in all aspects of their health from pediatrics to geriatrics and everything in between. We make health decisions easier for patients with enhanced access to referrals.

Atlantic Health System offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members. Offerings vary based on role level (Team Member, Director, Executive). Below is a general summary, with role-specific enhancements highlighted:
Team Member Benefits

• Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
• Life & AD&D Insurance.
• Short-Term and Long-Term Disability (with options to supplement)
• 403(b) Retirement Plan: Employer match, additional non-elective contribution
• PTO & Paid Sick Leave
• Tuition Assistance, Advancement & Academic Advising
• Parental, Adoption, Surrogacy Leave