Supervisor Call Center

POSITION SUMMARY:Under the direction and supervision of the Operations Manager, the Supervisor is responsible for the day to day administrative operations of the Call Center ensuring that productivity and quality standards are met. The Supervisor adheres to departmental Customer Service Standards to achieve high levels of patient and customer satisfaction.

ESSENTIAL FUNCTIONS:

1. Supervises approximately 12-15 team members including team lead and agents.

2. Ensures the integrity of the data in the hospital's information system, Epic, with respect to patient demographic, health insurance and appointment information.

3. Responsible for the day to day administrative operations of the Call Center.

4. Provide effective leadership and facilitate interactions among staff to promote teamwork and create an overall harmonious work environment.

5. Develop, implement and update training materials to be used to train new and existing staff members in registration and scheduling.

6. Monitor and review phone call recordings and conduct quality assessments ensuring the highest level of excellent customer service is provided to patients, medical office staff and colleagues.

7. Act as timekeeper in the UKG timekeeping system

8. Assume lead role in the recruiting, interviewing, selecting and hiring of new staff.

9. Onboard new employees including departmental orientation, Healthstream review and equipment set up.

10. Work with Team Leads on training schedules and daily assessments.

11. Assist with mentoring, corrective action and performance evaluations for department, as well as provide feedback to staff on quality of work and areas of improvement. Write yearly evaluations for assigned direct reports with the final review and approval from the Operations Manager.

12. Adhere to Customer Services Standards by demonstrating professionalism, alertness, helpfulness, and

receptiveness to all patients, staff members and customers.

13. Maintain patient confidentiality and privacy

14. Oversee the Ophthalmology Express scheduling phone line

15. Oversee Patient Access Contacts mailbox in Outlook.

16. Oversee Finesse application.

17. Point person for troubleshooting concerns, issues and/or difficult situations resulting in a positive outcome.

18. Represent the department on special projects and initiatives.

19. Assist with phone coverage as needed or directed.

20. Train staff on departmental policies, procedures and workflows.

21. Act as a liaison between staff and the Operations Manager

22. Review and maintain the clinical guides to ensure staff are appropriately scheduling appointments

23. Verify patient health insurance using various methods including websites and NEHEN.

24. Collaborate with others to ensure a positive and effective patient experience.

25. Oversee the registration-related edits within various work queues.

26. Demonstrates ability to work independently and as part of a team in a fast paced environment with constant interruption.

27. Flexible availability to accommodate work coverage requests.

28. Able to accurately type at least 40 words per minute.

29. Organize, lead and participate in departmental meetings.

30. All other duties as assigned.

Qualifications

EDUCATION AND EXPERIENCE:Requires a professional, service-oriented individual with strong organizational skills and sound judgment, an independent thinker with the ability to work under limited supervision. Must possess a high school diploma or GED. Bachelor's degree in health-care related field is preferred but extensive experience is accepted in lieu of degree.

WORKING CONDITIONS:Mental and visual attention requiring combination of alertness and manual dexterity when typing/using a computer or laptop. This is a remote/work from home position, must have internet access and a workspace free from others in the home. Casual business attire is required when onsite at Assembly Row to conduct onboarding of new employees. During a state of emergency or disaster that may impact the operations of the Hospital, all employees in this role could be required to report for duty as this is an essential employee role.

SKILLS AND REQUIREMENTS:1. Must be able to read and write fluently in English, spoken languages other than English is a plus.

2. Strong, demonstrated customer service skills.

3. Ability to use commons sense, decision-making and negotiating skills to achieve desired results.

4. Ability to function independently and prioritize work within established policies.

5. Thorough knowledge of hospital and interdepartmental functions.

6 Interpersonal relationship skills necessary to communicate effectively with patients, staff, medical office

staff, providers and external organizations and agencies.

EEO Statement

Massachusetts Eye and Ear is proud to be an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are made without regard to race, color, age, gender, gender identification, sexual orientation, religion, marital status, sex, pregnancy or conditions related to pregnancy, national origin/ancestry, citizenship, disability, military status, genetic information, or any other basis prohibited by law. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, training, and career development programs .