Company Statement

Careers at AdvantageCare Physicians: At AdvantageCare Physicians, our providers and care teams reflect our commitment to population health. Improving the health of our patients is our goal; keeping our patients healthy is our commitment. Using our state-of-the-art electronic medical record (EMR) system, our providers, care teams, and practice administration staff work together to deliver high-quality, comprehensive and convenient care to our patients.

Supervisor, Customer Service

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Professional / Leadership
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200RP Requisition #
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Responsible for the daily supervision and coordination of the company’s Call Center, included but not limited to effectively managing resources, schedules, staff training and development, and report preparation. 

 

Responsibilities: 

  • Supervises and coordinates all processes and activities in the Call Center ensuring all policies and procedures are followed. Maintains a current understanding of workflows and procedures, helping to ensure call center staff are up to date with any new or changing processes. Responsible for the performance of a team of 12-20 agents to meet/exceed key performance metrics for both quality and production.
  • Supports the Call Center Representatives both on the floor and through the supervisor escalation process. The supervisor is expected to role model “Patient First” and “ONE ACP” behaviors.
  • Provides formal and informal feedback to staff members on a regular basis to reinforce positive behaviors, hold each member accountable for their work, adherence to their shift schedules, and developing their skills as a call center agent.
  • Follows the defined Quality Assurance program to ensure all representatives close identified gaps and reinforce positive behaviors and skills identified through the monitoring process.
  • Meets with staff regularly to provide a forum for open communication and problem resolution and to ensure that goals are being met and policies and procedures are followed.
  • Participates in medical group training and in-service programs and processes such as interviewing, hiring, and evaluation. Also participates in other various projects as assigned.
  • Provides support to our outside vendors/partners. Participating in meetings, training initiatives, and collaborates with vendor team as needed to assure their success.
  • Identify opportunities for improvement in call center processes, tools, or operations and work with Call Center Director to implement.
  • Assists in implementation of new technology introduced to the call centers. Participates in testing, training, and supporting call center staff as needed.
  • Maintains departmental logs as appropriate. Prepares timely and accurate reports as directed. Performs other job-related duties as required.

 


 

Qualifications:

  • High School Diploma or GED required; Associates Degree preferred
  • Minimum 3 years customer service/call center experience including 2+ years of previous supervisory experience in a high volume, fast-paced, in-bound call center providing customer, member, or patient services required
  • Direct supervision of a minimum ten (10) employees, included hiring decisions, developmental plans and progressive discipline required
  • Work experience leading a diverse workforce required
  • Experience interpreting, communicating and enforcing policies and procedures required
  • Excellent verbal and written skills to clearly and effectively communicate with physicians, patients, staff, consultants and referral agencies required
  • Experience using Word and Excel in a business environment required
  • Experience in the healthcare industry, ideally in a medical practice
  • Proficiency in PowerPoint required
  • Experience with Avaya Telephony, EPIC (EMR), Uptivity, Verint 360, ADP Payroll preferred 

EEOC Statement

We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.

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