Salem Hospital NSMC is hiring: Supervisor - Call Center in Foxboro

Customer Service Team Lead

Responsible for managing and overseeing the daily operations of a team of customer service representatives handling inbound and outbound customer interactions. Manage and supervise a team of customer service representatives in a contact center environment, including hiring, training, coaching, and performance management. Monitor and evaluate team performance to ensure adherence to established service level agreements (SLAs), quality standards, and key performance indicators (KPIs). Provide guidance, support, and feedback to team members, conducting regular coaching sessions and performance reviews to enhance their skills and drive continuous improvement. Foster a positive and collaborative team environment, promoting teamwork, engagement, and a customer-centric mindset. Monitor and manage inbound and outbound customer interactions to ensure efficiency, accuracy, and adherence to established protocols and procedures. Collaborate with other departments, such as training, workforce management, and quality assurance, to optimize contact center operations and enhance overall performance. Direct oversight of the Medical Records Coordinator, providing guidance in their day to day tasks, monitoring and assisting in their ongoing development of new processes to ensure the BWH Administrative standards and expectations are met. Coordinates training and orientation of new Specialty Clinic and Call Center administrative team members. Monitors and supports timely patient phone volume on a day to day basis so calls are answered promptly meeting patient needs. Support manager in implementing new initiatives as required by BWH or other regulatory entities and assist in monitoring to ensure sustainability. Triage patient complaints for the department, working with appropriate personnel and resolving issues. Assist in resolving/redirecting patient billing problems and inquires relating to all specialty services rendered. Manages provider schedule templates for all clinic physicians, including cancellations, changes, etc. Provides daily operational support to all providers as needed. Track patient issues that could lead to satisfaction issues in clinics and inform Practice Administrator as appropriate. Recommend solutions and improvements when required. Trained as super user in Epic and other required IS systems. Responsible for dashboard metric review and report management used to provide recommendations for staff/department process improvements to the Practice Administrator. Coordinates appropriate coverage when staffing levels are not sufficient. Close collaboration with the Practice Coordinator on cross coverages.

Education Bachelor's Degree Business Administration required or Bachelor's Degree Related Field of Study preferred. Can this role accept experience in lieu of a degree? Yes. Licenses and Credentials Experience in a supervisory or leadership role in a contact center or customer service environment. 2-3 years required. Knowledge, Skills and Abilities - Strong knowledge of contact center operations, including inbound and outbound call handling, email and chat support, and customer relationship management (CRM) systems. Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels. Strong analytical and problem-solving abilities, with the capacity to analyze data, identify trends, and make data-driven decisions. Proficient in using contact center technology and tools, such as workforce management software, call routing systems, and quality monitoring platforms. Demonstrated ability to lead and motivate a team, fostering a positive work environment and driving employee engagement.

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type: Hybrid

Work Location: 22 Patriot Place

Scheduled Weekly Hours: 40

Employee Type: Regular

Work Shift: Day (United States of America)

Pay Range: $56,992.00 - $82,992.00/Annual

Grade: 6

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.