Position Summary In conjunction with the Practice Manager, the Ob/Gyn Call Center Supervisor provides day-to-day operational supervision over a team of call center specialist and a master scheduler(s). The supervisor will be dedicated, supportive and will coach and motivate call center team members as they support the Department of Ob/Gyn; will assist in hiring and train employees, monitor employees' progress, to cultivate the knowledge and skills to provide excellent customer service. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned. Provides day-to-day operational supervision of a team of call center specialist and a master scheduler(s). Includes working in collaboration with the PGA and Practice Manager to interview, hire, terminate, discipline, manage performance, etc. of the team members. Train and monitor call center representatives to respond to customer questions and complaints and troubleshoot patient's needs when calling the department. Ensuring that agents understand and comply with all departmental call center objectives, performance standards, and policies. Answering the call center team member's questions regarding best practice or difficult customer encounters. Identify operational issues and suggestions for improvement. Monitor and evaluate employee's performance, providing learning or coaching opportunities, and taking corrective action, if and when necessary. Preparing reports and analyzing data to assist management in supporting departmental goals. Coordinates operational needs/requirements of office to include but not limited to maintain machines and equipment; to procure office and medical supplies, equipment, phone service, IT support, etc Assists the Operations Manager in providing information for budget justification, and maintains reports and records need to account for utilization of funds. Along with the Operations Manager, the Office Supervisor will assist with developing, evaluating, and recommending methods to improve the processing of the work in the call center. Maintain PAR levels of office supplies and medical supplies in the office. With the assistance of the Operations Manager, monitor Appointment Manager past day and current day, and check eligibility reports on a daily basis for all patient appointments. Other duties as assigned and/or needed. Qualifications The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education High School Diploma or equivalent but more education, especially in management is preferred. Bachelor's degree is required. Experience Two (2) years of supervisory/management experience in healthcare related call center, customer service experience. Competencies Must have excellent verbal and written communication skills. Must be able to communicate providing verbal feedback in a professional manner. Must be able to follow and understand instructions, and react favorably in all work situations. Must have strong interpersonal skills and be mentally adaptable and flexible in dealing with a variety of people at various levels within and outside the Medical Faculty Associates (MFA). Must be able to do math calculations and input data into the computer. Proficiency with technology, especially computers, software applications, and phone systems. Excellent problem solving, leadership, and customer service skills. Analytical, efficient and thorough. Ability to remain claim and courteous under pressure and navigate tense situations. Supervision Received Supervision received from PGA and/or Practice Manager. Supervision Exercised Functional supervision is exercised over office administrative, technical, and medical (non-provider) team members.