Supervisor, Contact Center - Outbound Scheduling

Join the transformative team at City of Hope , where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. Our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

As an employee of City of Hope, you may apply for a transfer or promotion to job openings for which you meet the minimum qualifications, employed as a regular employee in your current role for at least one year (unless otherwise stipulated in an applicable collective bargaining agreement) and are in good standing and have no current performance issues.

As a successful candidate, you will:

Personnel Management

• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning work, coaching, counseling, and disciplining employees; administering timekeeping system; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Customer Service

• Ensure a high level of customer service by conducting weekly quality monitoring of calls; motivating and encourage agents through positive feedback; taking difficult calls when an agent needs assistance; working to resolve patient and provider complaints; establish regular meetings with providers and other departments to review call center performance.

Operational Management

• Continuously assess and streamline processes, establishing and implementing standard work, maintaining performance boards, monitoring metrics, coordinating meetings and facilitating workgroups. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

Special Projects

• Handle special projects involve supporting work related to various strategic initiatives such as improving patient access, improving patient satisfaction, and implementing new systems.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Your qualifications should include:

• High School Diploma or equivalent.
• 2 years of related experience in a healthcare environment.
• 1 year of leadership experience.
• Preferably: Bachelor's Degree preferred. Call or Contact Center environment.

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here . To learn more about our Comprehensive Benefits, please CLICK HERE .