Supervisor- Communication Center at Rochester Regional Health – POTSDAM, New York

SUMMARY

The Supervisor of the Communication Center coordinates and supervises the day-to-day operations/activities of a clerical/administrative unit or team while also performing many of the duties of those supervised. Responsibilities include directing, training, monitoring, mentoring and appraising staff work. Thy will be responsible for tracking on-going team performance to ensure department metrics are attained and overall departmental goals achieved. Collaborates with peers, Manager, and Directors in department planning and budgetary processes. The Supervisor contributes to operational decisions that support the Health System’s mission and goals, and drives the development of a high performing team.
The Supervisor of the Communication Center supervises and will be responsible for the management of more or less than 25 employees. The Supervisor monitors performance and ensures department goals are met. The supervisor will be responsible for ensuring employees have all the proper documents and tools to assist with incoming calls in a timely manner, appropriate staffing in place and aware of incoming call hold times and call list turnaround times.

STATUS: Full-Time

LOCATION: SLH 201 Market St. - Suite E Potsdam, NY 13676 United States of America

DEPARTMENT: Central Scheduling

SCHEDULE: Monday - Friday variable (730-4, 8-430, 830-5)

RESPONSIBILITIES

LEADERSHIP & SUPPORT: Supports Department Manager, ensuring all department operational goals are achieved. Supervises and coordinates employee activities to efficiently handle the day-to-day workload and future business. Coordinates weekly call list and incoming call rotation of department personnel. Provides documentation based on recommendations to department workflow and headcount, working directly with Department Manager. Implements the department’s strategic, financial and clinical priorities by deploying systems, process, and people-oriented methods to improve access to care, including but not limited to appointment scheduling, registration, referral management, outreach, and customer service delivery. Coordinates with Sr. Director and Management to implement effective contact center management practices to increase revenues, reduce costs, and improve service quality. Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications. Works across multiple functions and with all levels of the organization. Provides feedback and coaching real time to each team member in support of their adherence and productivity goals. Provides performance input, participates in the performance review process, and recommends HR actions and pay decisions for direct reports.

TRAINING & IMPROVEMENT: Responsible for proper onboarding/training experience for all new hires. Collaborate with Department Manager in hiring, transfers, promotion, performance disciplines, and terminations according to existing procedures and policies. Makes suggestion to Department Manager for improved work methods to increase efficiency, reduce costs and solve operation problems. Investigates and provides documentation on service and patient complaints, providing review with employee and remedial training documentation. Establishes policies and procedures to ensure delivery of a seamless customer experience concept across a broad range of customer touch points, channels, processes, and solutions. Works across multiple functions and with all levels of the organization. Demonstrates leadership and influence through rounding, mentoring, coaching, and support to team members. Supports and facilitates staff professional development and appropriate training, education and development of staff in accordance with organizational standards and defined service outcomes.

PERFORMANCE & METRICS: Recognizes the need for and assumes departmental responsibilities when scheduled or in the case of staffing shortages. Maintains a strong awareness of incoming call hold times and immediately modifies department workflow and own work responsibilities to minimize and prevent. Supports and develops department personnel recognition. Strong command of company policies and procedures and respecting patient confidentiality, avoiding Health Insurance Portability and Accountability Act (HIPAA) violations. Adheres to and complies with Health Insurance Portability and Accountability Act HIPAA at all times to safeguard protected health information. Monitors overall performance of employees and conducts annual performance evaluations while fostering a positive working environment. Regularly tracks and manages day-to-day performance of the shift and/or team as to performance, cost, quality, customer service, and/or the like; keeps department management apprised of performance, including any employee issues, or highly sensitive, critical or unusual situations or events that may occur.

Minimum Qualifications:

• 2 years experience in Customer Service/Contact Center.

ATTRIBUTES

• High School diploma preferred
• Minimum of 1 year supervisory/coordinator experience preferred.

PHYSICAL REQUIREMENTS: S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PAY RANGE: $20.00 - $27.00

The listed base pay range is a good faith representation of current potential base pay for successful applicants. It may be modified in the future. Pay is determined by factors including experience, clinical licensure date, relevant qualifications, specialty, internal equity, location, and contracts.