Supervisor - Call Center

Silver Spring, Maryland-Silver Spring
Jan 08, 2021
Feb 12, 2021
Full Time
Under the direction of the Sr. Practice Operations Manager, is responsible for managing the day-to-day operations of the assigned Call Center Queue. Responsible for maintaining a productive and professional environment with regards to appointment scheduling for a group of designated departments utilizing the scheduling guidelines. Promotes excellent internal and external customer relations. Supervises the performance of the staff and implements Call Center policies and procedures to achieve high customer satisfaction.


Minimum Education
Associate degree or equivalent experience in a related field (Required)
Bachelor's degree - preferred

Minimum Work Experience
3 years - 3 to 5 years of related and progressive experience; health care experienced (Required)
1 year - Supervisory experience in a customer contact service/Call Center (Preferred)

Required Skills/Knowledge
Excellent interpersonal and written communication skills required.
Excellent consumer relations and customer service skills required.
Good supervisory skills and ability to delegate and follow through with assignments is essential required.
Knowledge of Hospital and/or clinic operations very helpful

Functional Accountabilities

Manages Call Center performance standards
1. Participates in the implementation and evaluation of services, programs, and performance standards to achieve departmental goals
2. Ensures performance meets the level of service requirements set for the call center
3. Monitors call center statistics to ensure that service level and call response time objectives are met
4. Identifies/communicates customer satisfaction and complaints and other issues related to the call center to senior manager
5. Coordinates daily activities of staff with regard to workload requirements and staff level
6. Monitors the ACD queue performance daily and take appropriate action to ensure the highest customer satisfaction
7. Acts as the Call Center liaison with designated departments and attends operations meetings as requested
8. Responds to patient or physician complaint regarding appointment scheduling

Quality Control
1. Performs quality control of incoming calls; monitors live calls and provide timely feed back
2. Provides troubleshooting, problem-solving and backlog reduction expertise to staff
3. Monitors staff performance regularly and provide feed back to staff and take appropriate action as necessary
4. Monitors appointment and registration quality, reporting problems and recommending solutions to ensure standards are met
5. Reviews and monitors templates/ schedules to ensure that departmental and individual providers scheduling guidelines are met

1. Promotes awareness and adherence to organizational, state and federal regulatory standards such as JACHO, HIPAA and CNMC policies and procedures
2. Participates in the ongoing assessment of Practice Operations and Call Center policies and procedures to establish continued success

Staff Development
1. Sets clear goals and objective measures for performance
2. Monitors staff performance and progress and assesses strengths and weaknesses
3. Determines training needs based on performance measurement
4. Provides adequate training
5. Conducts performance evaluations
6. Provides ongoing coaching
7. Maintains adequate staffing level and professional environment

Cost Management
1. Assists Call Center manager in developing appropriate budgets for areas of responsibility
2. Evaluates and recommends purchase of new equipment needed to improve processes and maximize productivity
3. Implements actions to facilitate meeting budget requirements and administers programs within budgetary guidelines

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law.

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