Patient Communication Center Supervisor-Baseline West (Mon - Fri, 11:00 AM - 8:00 PM)

OverviewThis position is responsible for overseeing the contact center team and team leaders for the Patient Communications Center (PCC). The supervisor manages patient interactions via phone, chat, and other channels, schedules appointments at clinic locations, and answers additional patient questions. The role also handles calls from labs, external provider offices, hospitals, and community members, and assists with population health management and nurse triage calls.Essential FunctionsSupervises and develops employees (through the team's lead, if applicable) to ensure timely delivery of high-quality healthcare services, including training, coaching, and evaluating staff.Oversees employee performance and compliance, conducting regular audits and rounds to ensure adherence to all applicable workplace policies and practices.Addresses issues or barriers in real time and provides feedback to the manager.Makes decisions on hiring, discipline, and terminations for direct reports.Provides direction and feedback on performance evaluations for direct reports.Assists the manager in providing leadership and direction to employees by executing day-to-day tasks and supplying necessary tools.Coaches, counsels, and trains staff.Performs quality review on recorded calls according to call center procedures.Enables the team's lead (if applicable) to coach and develop employees, providing in-the-moment feedback and building coaching skills.Maintains scheduling, timecards, and related reports.Monitors all queues according to Mountain Park Health Center service level goals.Researches issues thoroughly by interfacing with the manager or other departments.Maintains regular and predictable attendance.Performs other duties as required.Position QualificationsMinimum QualificationsHigh School diploma, G.E.D., or equivalent.Lead or supervisory experience in a call center environment.At least 2 years of progressive experience in service-oriented roles as a Lead or Supervisor.Preferred QualificationsExperience with Health Care or Health Insurance.Experience with Service Relationship Management, Workforce Management, and Quality Assurance tools.J-18808-Ljbffr