Supervisor, MG Patient Access and Service Center - Contact Center
The University of Vermont Medical CenterAbout the role
The Supervisor, Patient Access and Service Center leads and coordinates the daily operations and staffing for their direct team within the Patient Access and Service Center. This department is responsible for shrinking the length of time it takes for a patient, or their family, to acquire sufficient and relevant medical guidance or treatment. This is achieved through consistent development of Contact/Service Center team members by the Supervisor and other supporting team members. The Supervisor serves both organizational internal and community external customers by planning and implementing strategies and system process improvements to meet business operation expectations. The Supervisor is responsible for the analysis of access data and identifies opportunities for improvement. The Supervisor is responsible for maintaining a high level of customer service through relationships, training and education, adherence to approved Service Level Agreements and customer service issue resolution. The Supervisor is responsible for the development and direct oversight of their staff and provides operational expertise on workflows related to incoming/outbound call management, and referral management.
EDUCATION:
Bachelor’s Degree in business administration, or related field.
EXPERIENCE:
3 to 5 years’ experience in managing a Contact/Service Center environment with demonstrated competency in managing efficiency and productivity preferred. In addition, 3 or more years in Customer Service in a retail, hospitality, medical, or other business setting highly desired. Demonstrated success with leading a remote team.
*Schedule Monday-Friday 8:00am to 5:00pm EST
Position is remote eligible.
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