PRIMARY FUNCTION

The Supervisor, Patient Care Navigator will ensure that high quality service is being delivered, and departmental performance metrics are being met.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all the duties that may be assigned.

1. Responsible for the training and development of new and existing PCC agents by assisting with new hire training classes and conducting refresher training.

1. Ensure agents understand and comply with all call center objectives, performance standards, and policies.

1. Monitor and evaluate agent performance, to include, but not limited to 60 / 90 day and annual performance evaluations as well as typically monitoring 3-4 agent calls per month / per agent. Provide learning or coaching opportunities, and take corrective action, if necessary.

1. Monitor agent’s daily attendance and login / logout report. Review and approve or deny PTO requests.

1. Answer agent questions regarding best practices and difficult calls. Handle escalated calls requiring management involvement. May also be required to take regular agent calls as needed.

1. Identify operational issues and suggest possible improvements. Work with other supervisors and management team members to support agents and maximize customer satisfaction.

1. Perform other various duties as assigned.

1. Conduct regular on-on-one coaching sessions focused on performance, behavior and skill development.

1. Provide real-time guidance and floor support during live operations

1. Act as the primary escalation point for complex or sensitive customer interactions.

1. Drive engagement, motivation and employee retention.

1. Ensure consistent documentation of coaching and performance discussions.

1. Monitor real-time queues and collaborate with WFM to address intraday performance issues.

1. Review QA evaluations and customer feedback with agents.

1. Reinforce quality standards and best practices on every interaction.

1. Lead initiatives to reduce repeat contacts and improve overall customer experience.

1. Support onboarding and nesting of new hire agents.

1. Assist high-performing agents with career development planning.

1. Share team performance insights, risks and improvement opportunities with management and HR.

1. Serve as a role model for agents, showing professionalism and customer focus.

1. Maintain a track of attrition risks and execute actions to avoid voluntary resignations.

SUPERVISORY RESPONSIBILITIES

The Supervisor, Patient Care Navigator will lead, develop, and coach a team of Patient Contact Center agents.

QUALIFICATIONS

EDUCATION:

• High School Diploma or equivalent.

EXPERIENCE:

• A minimum of 2-year experience in a call center environment.

• Previous Healthcare experience required.

LICENSURE/CERTIFICATION

• None

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of XPM/HER and In-Contact desired.

• Familiar with automated call distribution, IVR, and skill-based routing systems.

• Must have strong verbal, written, and interpersonal communication skills.

• Demonstrates ability to work well in a team environment.

• Strong multi-tasking skills.

• Attention to detail, accuracy and timeliness are critical.

• Knowledge of computers required.

• Ability to de-escalate high stress situations.

TYPICAL WORKING CONDITIONS

• Non-patient facing

• May be either full time remote/telework or rotate working in the office and remote/telework.

• Must be Mexico based.

OTHER PHYSICAL REQUIREMENTS

• Vision

• Sense of sound

• Sense of touch

PERFORMANCE REQUIREMENTS

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to be an accurate reflection of the general nature of level of the job.

I have read the above job description and my supervisor has discussed it with me and I understand the responsibilities of the job for which I have been hired. I acknowledge that I have assumed responsibility for carrying out these tasks to the best of my ability and in accordance with company policies.