Patient Contact Center Supervisor

Description

 At the Orthopedic Institute of PA, our mission since 1971 has been to create an amazingly positive, memorable experience for every patient, family, and team member. We treat each other with crazy courtesy and exceptional empathy and work together to perfect processes to achieve our mission. You'll join a culture of excellence and teamwork, with a strong focus on investing in our team and local communities. OIP offers a great work environment, professional development, challenging careers, and competitive compensation.  

GENERAL SUMMARY OF DUTIES:  Oversee daily operations and provide supervision to employees, ensuring smooth workflow and adherence to protocols. Facilitate effective communication among staff, supervisors, and team leads to promote synergy and teamwork. Address patient and staff concerns promptly and effectively to maintain a positive and supportive work environment. 

ESSENTIAL FUNCTIONS 

• Ensure sufficient staff for departments, including during call-offs.
• Payroll (Enter missed punches, PTO, approve times for payroll)
• Complete annual evaluations.
• Counsel employees and conduct correction actions and/or performance improvement plans.
• Assist in hiring and interviewing new employees.
• Monitor staff, including Ring Central Queue’s and Medent tanks.
• Make departments aware of changes in policies and procedures.
• Create and obtain metrics for staff to follow and meet monthly.
• Monitor tasks daily for call flow
• Assist the Department with scheduling patient appointments.
• All other duties assigned

EDUCATION & EXPERIENCE 

• High school diploma or GED required. Certification or degree from an accredited medical program is preferred.
• Minimum of 5 years’ experience in customer service setting. Previous supervisory/management experience within the medical field.

Benefits Include:

• Competitive Wages
• Medical, Dental, Vision, Disability, and Life Insurance within 30 days
• Company-Paid Group Life Insurance, Short-Term Disability, & Long-Term Disability
• Paid Time Off (PTO)
• 401(k) plan and profit sharing
• Cell-Phone Discounts (AT&T & Verizon)
• Casual Day on Fridays!
• Company events for employees and their families
• Career advancement opportunities