Supervisor, Contact Center

As Southeast Orthopedic Specialists continues to grow, we are looking for a Contact Center, Supervisor.Please see below for the functions and requirements to be considered for the Contact Center Supervisor with Southeast Orthopedic Specialists.ESSENTIAL FUNCTIONS:Monitor phone queues to help evaluate data regarding inbound calls, call waiting times, abandonment rate, etc.Identify any issues and escalate them to Management.Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly.Assist in Quality Audits through silent call monitoring, y-jacking, and call recordings.Responsible for supervising, directing, and developing the scheduling team.Maintains positive leadership, gives frequent performance feedback, and encourages two-way participation of ideas.Responsible for holding employees accountable for results through coaching and development of action plans.Works cohesively with the Senior Leadership on performance management of the team including: reviews, corrective action, mentoring, and performance improvement plans.Assist in interviewing and hiring of team members.Responsible for handling escalated phone calls regarding scheduling or paging issues.Communicate as needed to keep the staff up to date with the changes in the company and important announcements.Monitor and manage the productivity and performance of assigned employees including reporting daily/weekly/monthly department metrics to Senior Leadership.Ability to be empathetic to patient’s needs and concerns and provide training and guidance to the agents to do the same.Ensure strict confidentiality of all health records, and member information and meet HIPAA guidelines.Support and comply with all company policies and procedures.Participates in department meetings as assigned. (Saturday meetings may be required)Tasked with special project initiatives and outcomes.Must be able to meet deadlines given by Senior Management.Works with sensitive and confidential materials and must be able to exercise discretion.EDUCATION:High School diploma or GED required. Associate degree is preferred.EXPERIENCE: Requires 1 or more years experience in a supervisory or leadership role working within a call center or healthcare environment is preferred.Previous supervisory experience and strong leadership skills with an ability to motivate with a positive attitude that impacts others in a positive way.KNOWLEDGE:Knowledge of medical terminology.Federal, state, and HIPAA privacy regulations.Knowledge of scheduling patients in a clinic/medical practice setting.Working knowledge of eligibility, verification of benefits, and prior authorizations from various HMOs, PPOs, commercial payers and other funding sources.SKILLS:Analytical and problem solving capabilities.Establishing metrics and clear objectives including performance management.Effectively managing multiple projects simultaneously.Effective verbal and written communication skills.Represent The CORE Institute in a professional manner related to appearance, communication and the maintenance of patient confidentiality.ABILITIES:Ability to multi task in a fast-paced environment.Ability to understand patient demographic information and determine insurance eligibility.Ability to analyze problems and interpret information and to prioritize and reprioritize, as necessary.Ability to work independently, and as part of a team.Ability to identify opportunities for process improvement, identify solutions and plan for and implement solutions.Ability to communicate effectively and compassionately with patients, co-workers, management, and providers.ENVIRONMENTAL/WORKING CONDITIONS: .Normal office environment.Some travel within community.PHYSICAL/MENTAL DEMANDS: Requires sitting and standing associated with a normal office environment.Some bending and stretching required.Manual dexterity using a calculator and computer keyboard.ORGANIZATIONAL REQUIREMENTS:HOPCo Mission, Vision, and Values must be read and signed.OSHA Requirements and training to include: Safety Training.#HOP