Call Center Supervisor Position Available In Buncombe, North Carolina

Call Center Supervisor Western North Carolina Community Health Services – 3.5 Asheville, NC Job Details $55,000 – $60,000 a year 8 hours ago Benefits 403(b) matching Paid holidays Disability insurance Health insurance Dental insurance Paid time off Vision insurance 403(b) Loan forgiveness Life insurance Qualifications Bilingual Some college Spanish Customer service Call center English Mid-level Microsoft Office High school diploma or GED Russian Phone etiquette 2 years Communication skills Full Job Description

CALL CENTER SUPERVISOR

Are you passionate about helping others and providing excellent customer service? Western North Carolina Community Health Services (WNCCHS) is a Federally Qualified Health Center (FQHC). We are looking for a dynamic individual that thrives on helping others! If you have customer service experience in a fast-paced healthcare setting this may be the position for you. The ideal candidate will have call center experience and remain calm dealing with a variety of competing priorities. They will have great communication skills plus be able to lead and motivate a team. They will be organized٫ reliable٫ and results oriented. The Call Center Supervisor (CCS) will work alongside their team serving as a call center representative responsible for scheduling patient appointments, responding to routine inquiries, confirming appointments, and directing calls appropriately to other departments. The primary role of the CCS will be to provide mentoring and oversight to the Call Center Team. The CCS is responsible to train and orient all new Patient Services Representatives to the Call Center as well as any staff that float to work at the Call Center. The CCS reviews and recommends adjustments to staffing as needed by monitoring automated call distribution (ACD) reports on the performance of the call center, is responsible for ensuring an efficient call center operation and setting standards for total incoming calls, answer time, wait/hold times and abandonment rates, allocating resources effectively to meet/exceed patient and internal customer needs. Our Health Centers and Call Center is only open during the day, Monday through Friday from 8 am to 6 pm. Therefore, staff is not required to work evenings, nights, weekends or WNCCHS observed holidays . RESPONSIBILITIES- Includes but not limited to the following: Coach call center staff through challenging customer service issues. Analyze call center data and prepare and analyze reports depicting data on incoming calls, percent answered, hold times, abandonment rates to ensure a minimum 90% answer rate during all business hours. Assist the Patient Access Manager with developing an agenda and preparing information for presentations at the monthly staff meeting. Creates and maintains a call center orientation manual. Presents, and leads the training for all new employees. Creates skills checkoffs for all call center staff, and back-up staff. Monitors and audits employee performance related to scheduling efficiency and accuracy and against established standards. Develop quarterly and annual call center goals and action plans. Prepare work schedules to ensure sufficient call center coverage. Assigns work, monitors workload, and communicates schedules of all call center staff. Answer and direct telephone calls (high volume). Provide outstanding customer service and telephone etiquette to all patients. Ensures that telephone calls are handled with courtesy, friendliness and the highest degree of customer service and professionalism always by call center staff. Continually observes and evaluates call volumes and fluctuations. Regularly devises changes in workflows and processes to increase efficiency and improve call wait/hold times. Analyzes call volume highs and lows and adjusts staffing accordingly. Keeps supervisor apprised of issues and concerns of staff. Visibly supports the mission of WNCCHS. Perform duties in a prioritized, organized, and orderly manner to maximize clinic efficiency and productivity. Participates or leads quality improvement projects affecting call center operations. Participates in mandatory in-services, drills, staff meetings and other trainings. Facilitates the maintenance of a clean, neat, and well-organized work area. Support current incentive, regulatory, and certification requirements (such as MIPS, PCMH and UDS) through documentation, participation in initiatives, and other activities as directed. Performs other duties as assigned.

QUALIFICATIONS

Experience :

At least two years of call center experience.

Education:

High School diploma or equivalent required. Some college preferred. Excellent verbal and written communication skills. Ability to evaluate and recommend improvements to workflows and work processes. Proficient in the use of Microsoft Office programs to produce correspondence, documents, presentations, records, and spreadsheets. Additional skills preferred : Expert knowledge of Call Center medical group operations. Familiarity with role of FQHCs in the community. Bilingual English/Spanish, or English/Russian, is highly desired.

WORK/LIFE BENEFITS

Competitive health plans for employees and dependents including Medical, Dental, Vision, and Telehealth Ten (10) Paid Holidays Two (2) Floating Holidays Accrued PTO (total of 156 hours 1st year) No weekends or holiday work required Employee Assistance Network

FINANCIAL WELL-BEING BENEFITS

403b Retirement Savings with Match Employer Paid Short/Long Term Disability Insurance and Life Insurance HRSA and Public Non-Profit Student Loan Forgiveness

CAREER GROWTH BENEFITS

Monthly Staff Meetings and Training Relias Learning Management System Leadership Academy Western North Carolina Community Health Services is an equal opportunity employer, and all qualified applicants will receive consideration for employment, services, programs or activities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Salary range $55,000 to $60,000