Supervisor, Contact Center

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Job description

Overview:
Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Supervisor, Contact Center will be responsible for the daily supervision and coordination of the Patient Access Center, a fast-paced centralized contact center environment, interacting with patients, families and clinical staff to schedule appointments, register patients and handle other medical requests. Supervises and coordinates all processes and activities in the Patient Access Center ensuring all policies and procedures are followed and is responsible for the performance of approximately 12-20 team members to meet/exceed key performance metrics for both quality and production. The supervisor will work towards effectively managing resources, schedules, staff coaching and development, and report preparation.

This position will offer a hybrid schedule. On-site work will be at both our Neptune, NJ location or Edison, NJ location. Coverage and schedules will be created between 7:30 am-7:00 pm Monday through Friday, as well as Saturdays from 8:30 am-12:00 pm (on a rotating basis as needed).

Mandatory on-site training will be required for the first 3 months of employment.

Responsibilities:
A day in the life of a Supervisor, Contact Center at Hackensack Meridian Health includes:

Supervises and coordinates all processes and activities in the Call Center ensuring all policies and procedures are followed. Responsible for the performance of a team of approximately 12-20 agents to meet/exceed key performance metrics for both quality and production.

Assists in the development of team and individual goals and delivers performance feedback.

Has ongoing visibility (onsite and/or remote) within the Patient Access Center, assisting and coaching team members to provide timely and accurate service to patients and internal customers.

Responsible for ensuring that the work environment is professional and conducive to providing opportunities for growth and development. Provides formal and informal feedback to staff members on a regular basis to reinforce positive behaviors, hold each member accountable for their work and develop their skills.

Ensures appropriate staffing relative to the volume of work. Position is also responsible for ensuring the call center agents are in adherence to their shift schedules.

Collaborates with Workforce Management to optimize staff schedules to achieve all departmental KPIs.

Follows the defined Quality Assurance program to ensure all representatives are scheduled for self-monitoring time offline and subsequent coaching sessions to close identified gaps and reinforce positive behaviors and skills identified through the monitoring process.

Holds regularly scheduled staff meetings 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 staff training, interviewing, hiring, and evaluation.

Identify opportunities for improvement in call center processes, tools, or operations and work with Call Center Director to implement.

Ensures the call center is compliant with all HIPAA regulations.

Responsible for payroll and PTO approval.

Creates a work environment that is positive and enjoyable for the team members.

Performs other job-related duties as required.

Adheres to HMH Organizational competencies and standards of behavior.

Qualifications:
Education, Knowledge, Skills and Abilities Required:

Associate degree or a minimum of 2 years of previous supervisory experience in a high volume, fast-paced, in-bound call center or customer-facing environment providing customer, member, or patient service OR a current active Patient Access Center team member with 6+ months in the role.

Excellent verbal and written and interpersonal skills to clearly and effectively communicate with physicians, patients, staff and stakeholders.

Direct supervision of a minimum ten (10) employees, included hiring decisions, developmental plans and progressive discipline.

Experience interpreting, communicating and enforcing policies and procedures.

Strong customer service skills and ability to work both independently and as part of a team.

Education, Knowledge, Skills and Abilities Preferred:

Bachelors' Degree.

Previous experience using EPIC system.

Proficiency in call center telephone systems.

Knowledge of medical terminology, hospital systems, and insurance processes

Bilingual-Spanish.

Healthcare experience as a Medical assistant or assisting patients in any capacity.

Proficiency with PeopleSoft systems.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

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