Call Center Supervisor

Call Center Supervisor South Denver Heart Center Littleton, CO Job Details Full-time $25 - $34 an hour 6 hours ago Benefits Disability insurance Health insurance Dental insurance 401(k) Flexible spending account Tuition reimbursement Vision insurance Life insurance Qualifications Phone communication Team leadership High school diploma or GED Cross-functional communication Office phone management

Full Job Description Duties/Responsibilities:

Lead team of contact center associates in support of scheduling office visit and outpatient diagnostic testing (approximately 10,000 calls per month) Supervises the performance of contact center associates; assists with hiring, coaching/developing, mentoring, and performance improvement of assigned team members Plans, organizes, schedules, and oversees the work of associates Use and track metrics to implement performance improvement Manage training for contact center associates Develop and maintain training documentation Maintain and revise call and contact handling protocol as needed Partner with scheduling supervisor to managing patient service requests Work with clinical resources to accomplish South Denver goals as appropriate Assist Physicians and staff in placing and transferring calls Collaborates with department head on policies/procedures and operational needs of the department; prepares monthly and periodic reports for the department head or SDCA leadership Work with SDCA Leadership to manage patient and provider feedback Manage incoming hospital requests according to set protocol Key player and participant in alerting entire building of emergencies Take messages when required and maintain said records of all communications Maintain patient confidentiality according to HIPAA regulations Assist and cover call center scheduling duties as needed Assist in any additional clerical duties requested by the Department head or manager Represent our Practice and Facility to referring Physicians, patients and all other callers, in a positive and pleasant manner.

Required Skills/Abilities:

Ability to multi-task, problem solve, and prioritize tasks based on urgency Friendly and professional telephone manner Ability to work cooperatively and communicate effectively with others Flexibility, promptness and desire to be team player Excellent organizational, oral and written communication skills. Patient facing role, able to cover leadership duties for other supervisors with in-clinic responsibilities

Education and Experience:

Must have high school diploma or equivalent (GED) Experience leading contact center teams in a clinical environment Experience using metrics to accomplish performance improvement Familiarity with contact center technology and training methodologies Experience using contact center technology in remote environments Excellent usage of Multi phone line system and heavy computer use Medical office experience preferred.

Physical Requirements:

Ability to assist with adult patient in emergencies as needed Lifting requirements do not exceed 25 pounds Hours a

Week:

40

Compensation:

$25.00 -$34.00 per hour depending on experience and education This job description is not intended to be an exhaustive list of all duties. Employees may perform other related duties as assigned.

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Team Member Benefits South Denver Cardiology team members enjoy a wide variety of company benefits:

Health Insurance:

Medical, Dental, Vision, Life, Long-Term Disability, AFLAC Flexible Spending Accounts (FSA) 401(k) PLT (Personal Leave Time) Use of Gym/Yoga Studio/and any class offered at South Denver Heart Center Tuition Reimbursement after 1 year of service.