Call Center Supervisor - Full Time - Silver Spring, MD

Job Description - Call Center Supervisor - Full Time - Silver Spring, MD (24000308) Description Under the direction of the Sr. Practice Operations Manager, the Call Center Supervisor is responsible for managing the day-to-day operations of the assigned Call Center Queue. This includes maintaining a productive and professional environment regarding appointment scheduling for designated departments utilizing the scheduling guidelines. The supervisor promotes excellent internal and external customer relations, supervises the performance of the staff, and implements Call Center policies and procedures to achieve high customer satisfaction. Qualifications Minimum Education Associate's Degree or equivalent experience in a related field (Required) Bachelor's Degree (Preferred) Minimum Work Experience 3 to 5 years of related and progressive experience in health care (Required) 1 year Supervisory experience in a customer contact service/Call Center (Preferred) Required Skills/Knowledge Excellent interpersonal and written communication skills. Excellent consumer relations and customer service skills. Good supervisory skills and ability to delegate and follow through with assignments. Knowledge of Hospital and/or clinic operations is very helpful. Functional Accountabilities Manages Call Center performance standards by participating in the implementation and evaluation of services, programs, and performance standards to achieve departmental goals. Ensures performance meets the service level requirements set for the call center. Monitors call center statistics to ensure that service level and call response time objectives are met. Identifies and communicates customer satisfaction and complaints and other issues related to the call center to senior management. Coordinates daily activities of staff regarding workload requirements and staff levels. Monitors the ACD queue performance daily and takes appropriate action to ensure the highest customer satisfaction. Acts as the Call Center liaison with designated departments and attends operations meetings as requested. Responds to patient or physician complaints regarding appointment scheduling. Quality Control Performs quality control of incoming calls; monitors live calls and provides timely feedback. Provides troubleshooting, problem-solving, and backlog reduction expertise to staff. Monitors staff performance regularly and provides feedback to staff, taking appropriate action as necessary. Monitors appointment and registration quality, reporting problems and recommending solutions to ensure standards are met. Reviews and monitors templates/schedules to ensure that departmental and individual provider scheduling guidelines are met. Compliance Promotes awareness and adherence to organizational, state, and federal regulatory standards such as JACHO, HIPAA, and CNMC policies and procedures. Participates in the ongoing assessment of Practice Operations and Call Center policies and procedures to establish continued success. Staff Development Sets clear goals and objective measures for performance. Monitors staff performance and progress and assesses strengths and weaknesses. Determines training needs based on performance measurement. Provides adequate training and conducts performance evaluations. Provides ongoing coaching and maintains adequate staffing levels and a professional environment. Cost Management Assists Call Center manager in developing appropriate budgets for areas of responsibility. Evaluates and recommends the purchase of new equipment needed to improve processes and maximize productivity. Implements actions to facilitate meeting budget requirements and administers programs within budgetary guidelines. Organizational Accountabilities Organizational Commitment/Identification Teamwork/Communication Performance Improvement/Problem-solving Cost Management/Financial Responsibility Safety Primary Location

Maryland-Silver Spring Work Locations

Tech Hill 12211 Plum Orchard Drive Silver Spring 20904 Job

Management Organization

Ambulatory Position Status: R (Regular) - FT - Full-Time Shift: Variable Work Schedule: 8:00am - 4:30pm Job Posting

Full-Time Salary Range

$58,344 - $97,240 Children's National Hospital is an equal opportunity employer...

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