Overnight Call Center Shift Supervisor at ConnectLife

Donor Referral Services Shift Supervisor- Nights

Healthcare Customer Service Representatives are encouraged to apply!  

This is an in-office located at our headquarters in Williamsville, NY.

ConnectLife helps people help others. As a federally designated, not-for-profit organ procurement organization and community blood bank, we save and enhance lives through organ, eye, tissue, and blood donation. A career with ConnectLife, no matter what job you do, is an opportunity to make a difference in WNY through educating the community, inspiring donation, and connecting lives.

Full-Time, Non-exempt

Pay:

Range: $23.62 - $31.49

+$2.00/hr Shift differential on overnight shift

The pay will be commensurate with the experience, skills, and qualifications that the candidate brings to the position.

Schedule:

• 2-week repeating Pitman Schedule, Built-in overtime every other week (36/48)
• 12 hour shifts from 6:30pm-6:30am
• Enjoy a 3-day weekend, every other week 

Job Summary

Oversee the referral and authorization processes and all related operational aspects including supervision of employees while on shift.  Assist the staff in real time activities and provide guidance to maximize operational efficiency while promoting individual growth. 

Education Requirements:

• High School degree or GED required.
• Associate degree or higher preferred.
• NYS Licensed Practical Nurse or similar preferred.

Experience:

• Minimum 1 year previous supervisory / management experience strongly preferred.
• Experience in a call center environment or medical related field preferred.

Knowledge, Skills, and Abilities:

• Medical terminology and/or familiarity with medical diagnosis, medical record review desired.
• Team oriented approach to management required with a strong philosophy of continuous quality improvement.
• Proficiency in Microsoft Word, Excel, PowerPoint, and data entry required.
• Must be able to think logically and have patience in making decisions and resolving conflicts.
• Must be able to supervise, delegate, coach, and motivate in collaborative team environment.
• Must be adaptable to change, detail oriented, and highly organized with the ability to think critically and multi-task while maintaining focus and accuracy through interruptions.
• Must be reliable and self-motivated with a professional appearance and demeanor.
• Must be able to handle confidential information.

Essential Job Functions:

1. Communicates organizational needs, manages workflow of staff, and provides guidance and support as needed.
    
    
2. Addresses attendance, performance, and behavioral issues, provides counseling, disciplinary action and performance improvement plans as needed with guidance from the Human Resources department.

3. Oversee and monitor all activities related to the Donor Referral Center, including but not limited to incoming and outgoing calls, daily referrals, evaluation of information for donor suitable, family approaches and communication with AOC.

4. Monitor staff performance in real time to ensure efficiency and timeliness of task completion. Assign and re-assign tasks as necessary. 

5. Provide leadership in order to achieve teamwork and mutual respect among staff while promoting a commitment to excellence, quality, integrity, and customer service.  

6. Serve as a resource to staff by answering questions, assisting with difficult cases, reviewing cases prior to deferral, and facilitating workflow.

7. Regularly complete all tasks related to the Donor Screening Coordinator and Specialist positions. 

8. Assist with training and professional development activities for all Donor Referral Center employees to promote optimal skills, knowledge, teamwork, a commitment to quality, and the delivery of a high level of customer service through the use of all available training tools and techniques. 

9. Suggest performance improvement activities as they relate to Donor Referral Center tasks with a constant goal of identifying opportunities to strengthen the existing program and foster a positive culture.

10. Assist in quality control of daily referrals and perform audits on a random sampling of incoming calls to ensure staff are meeting or exceeding the expected level of customer service that is being provided. 

11.  Assist in reviewing non-authorized approaches in order to identify performance improvement and loss conversion opportunities. 

12. Serve as a liaison between shifts, as well as between Donor Referral Center and recovery staff, in order to ensure proper communication of information.

13. Assisting in addressing scheduling concerns and provides coverage during periods of staff shortage and/or transition.

14. Evaluate all referral information to determine patient suitability for donation prior to deferral.

What We Offer

• Health Insurance
• Employer Sponsored Dental & Vision insurance
• Employer Sponsored Life insurance
• Paid vacation & sick time on an accrual basis beginning on day 1
• 401(k) after one year of service with 3% employer contribution
• Employee Referral Bonuses
• Pet insurance
• And more!