Supervisor, GI Call Center Job at Veterans in Healthcare in Boston

Overview

Supervisor, GI Call Center role at Veterans in Healthcare.

Job Summary

Coordinates the administrative aspects, supervises staff and facilitates the daily operation of a Patient Service call center with commitment to providing the highest quality of service to patients, providers, and others.

Essential Responsibilities

• Participates with management in planning and implementation of goals, programs and objectives, personnel, resources and equipment of the Patient Service Center. Implements and coordinates all operational and administrative processes for the Center.
• Collects, analyzes and reports all Service Center data (inbound calls, e-mail, facsimile) to ensure efficient operations and optimal resource use. Reviews emergency call handling procedures and ensures prescribed practices for emergency calls are followed.
• Generates ACD reports, analyzes data, and provides follow-ups. Prepares reports for division management and others on an ongoing basis. Oversees maintenance of databases and clinical information required by the Center (e.g., Clinical Daily Schedule Sheets, Staff Hierarchy, Log-in passwords/Names for ACD Reports).
• Prepares detailed staff schedules; organizes and prioritizes workflow. Monitors Patient Service Representatives to ensure consistent quality of call processing. Provides training to develop customer service and problem-solving skills.
• Monitors and executes Patient Site requests in a timely manner. Investigates and resolves patient/staff concerns. Provides feedback to improve performance and satisfaction.
• Documents and conducts performance discussions and evaluations with staff, including initial 3-month and 6-month evaluations and annual development reviews with Operations Manager.
• Collaborates with division management to develop new or modified service center policies and procedures and to enhance operations through staffing, applications, equipment, or procedure changes.
• Directs and supports daily work activities; may hire, terminate, take corrective action, and perform performance reviews. Direct Reports: More than 7.

Required Qualifications

• High School diploma or GED required. Bachelor’s degree preferred.
• 5-8 years related work experience; 0-1 years supervisory/management experience required.
• Advanced skills with Microsoft applications (Outlook, Word, Excel, PowerPoint, Access) and other web-based applications; ability to produce complex documents, perform analysis and maintain databases.

Competencies

• Decision Making: Makes decisions guided by precedents, policies and objectives.
• Problem Solving: Addresses varied, complex problems requiring innovative, lean approaches.
• Independence of Action: Sets goals and priorities for the area; may propose policy or program changes.
• Written Communications: Communicates complex information effectively in writing to staff and management.
• Oral Communications: Communicates complex concepts, resolves conflicts, negotiates, motivates and persuades.
• Knowledge: Demonstrates broad knowledge applicable across multiple functional areas.
• Team Work: Leads small projects or work groups and fosters a collaborative environment.
• Customer Service: Leads initiatives to meet or exceed service standards.

Physical Nature of the Job

Sedentary work; may exert up to 10 pounds of force occasionally. Sitting most of the time; walking/standing required occasionally.

Equal Opportunity

Beth Israel Lahey Health is an equal opportunity employer/veterans/disabled. Vaccination against influenza may be required as a condition of employment.

Additional Information

We are a health care organization focused on compassionate, personalized care with opportunities for career growth across a network of facilities. Apply now to join our team.