This position is responsible for overseeing the contact center team and team leaders for the Patient Communications Center (PCC) to interact with patients through multiple outlets (phone, chat, etc.), to schedule appointments for patients at our clinic locations and to answer any additional patient questions. Additionally, the PCC Supervisor answers and directs calls from labs, external providers offices, hospitals, and other community members. The PCC Supervisor also assists with Population Health management and Nurse Triage calls.

Essential Functions:

• Supervises and develops employees (working through the team’s lead, if applicable) to ensure the timely delivery of high-quality healthcare services, including training, coaching, and evaluating staff to provide them with the resources and support they need to be successful.
• Oversees employee performance and compliance, performing regular audits and rounds to ensure adherence to all applicable workplace policies and practices.
• Addresses issues or barriers in real time and provides feedback to the manager about issues and barriers they are addressing.
• Makes decisions on hiring, disciplines, and terminations for direct reports.
• Provides direction and feedback on performance evaluations for direct reports.
• Assists manager in providing leadership and direction to employees by executing day-to-day tasks and providing the tools employees need to accomplish their individual roles.
• Provides coaching, counseling, and training of staff.
• Performs quality review on recorded calls according to call center procedures.
• Enables the team’s lead (if applicable) to coach and develop the employees, empowering the lead to provide in-the-moment feedback while developing the lead’s abilities coach the team.
• Maintains scheduling, timecards, and related reports.
• Monitors all queues according to Mountain Park Health Center service level goals.
• Research issues thoroughly by interfacing with the Manager or other departments, etc.
• Maintains regular and predictable attendance.
• Performs other duties as required.

Position Qualifications

Minimum Qualifications:

• High School diploma G.E.D. or equivalent.
• Lead or supervisory experience in a call center environment.
• 2 years of progressive experience performing service oriented tasks as a Lead or Supervisor.

Preferred Qualifications:

• Experience with Health Care or Health Insurance.
• Experience with Service Relationship Management, Workforce Management, and Quality assurance tools.