Call Center Supervisor Job at Nystrom & Associates, Ltd. in Arden Hills

Overview

Join to apply for the Call Center Supervisor role at Nystrom & Associates, Ltd.

Responsibilities

• Supervise a sub-team of Admissions Schedulers, Coordinators, and Specialists on the Behavioral Health team
• Make hiring decisions for sub-team positions
• Provide side-by-side coaching for both new and experienced team members
• Collaborate with Call Center Management and HR to address performance concerns
• Coordinate and assist with training for team members
• Organize and lead team meetings
• Resolve escalated patient complaints and concerns
• Create and distribute KPI dashboards (weekly, monthly, quarterly) and explain performance trends to leadership
• Audit scheduled appointments and EHR tasks to ensure accuracy and protocol adherence
• Conduct call handling audits and provide coaching based on findings
• Review team workflows regularly to identify gaps and recommend improvements
• Work with Scheduling Manager and Analysts to optimize schedule utilization and fairness
• Collaborate across departments to enhance scheduling workflows and systems
• Contribute to operational improvement projects focused on enhancing patient and staff experience
• Support implementation and structure of new workflows and scheduling initiatives
• Manage staff login credentials and update provider information on relevant platforms
• Ensure timely updates to provider profiles on the Find My Provider site
• Foster a positive, team-oriented work environment
• Provide backup support during high call volumes or staff shortages
• Complete additional duties as assigned
• Uphold the company mission to empower individuals to be their best selves

Qualifications

• Demonstrates superior communication skills, professionalism, critical thinking skills and leadership qualities
• Positive attitude and ability to be flexible in a team environment
• Demonstrates dedication to high quality patient care and the continuous improvement of department operations and efficiency
• Previous experience in substance use disorders, mental health, and/or healthcare scheduling is strongly preferred
• Must be able to work full time with scheduled office hours of 40 hours per week
• Must be able to work in office in the Nystrom Training Center in Arden Hills, MN a minimum of one day per week as well as when requested by leadership
• High School Diploma required

Compensation

$45K-$65K a year

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Mental Health Care

#J-18808-Ljbffr