Call Center Supervisor

Description

To oversee the daily workflow/call center operations, responsible for coaching, resolving issues, guidance, and training of staff. Serving as a link between the team and upper management.

Responsibilities include but are not limited to: 

· Answering Phones 

· Supervise the team of operators as assigned

· Organize workflow and ensure that all employees understand duties

· Monitor the agent manager 

· Ensure all incoming faxes/ scanning are completed daily

· Monitor employee productivity, training

· Provide constructive feedback and coaching

· Receive patient complaints and resolve problems

· Communicate information from upper management to employees and vice versa

· Ensure adherence to all legal, HIPPA, OSHA and PVHO/AUUA policies and procedures

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

Must possess a strong knowledge and understanding of healthcare planning as normally demonstrated

through experience. Must have experience in interacting with physicians and allied health professionals.

Must have excellent communication skills, both verbal and written, along with astute judgement in areas

of human relations. Must demonstrate an ability to meet deadlines in a multi-functional task

environment. Requires excellent organizational skills and operational knowledge of work processing,

spreadsheets, data entry, fax machines, and other computer-related skills. Must, at all times, maintain

efficiency and timeliness in all daily activities. Must be able to establish daily work priorities and work

efficiently to contribute to the successful overall maintenance of the credentialing process. Provides

optimal customer service to meet the organization’s expectations.

PHYSICAL DEMANDS AND WORK ENVIRONMENT 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, and handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

NOTE: 

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, impliedor otherwise, other than an “at will” relationship.