Supervisor SMG Call Center - Signature Healthcare

Summary

Signature Healthcare is Southeastern Massachusetts’ premier local provider of quality, personalized medical services. We are comprised of the award-winning not-for-profit Signature Healthcare Brockton Hospital; Signature Medical Group (SMG), a multi-specialty physician group of more than 150 physicians practicing in 18 ambulatory locations. We believe our distinctive Signature Healthcare team approach is the way healthcare should be: medical professionals across many locations communicating and collaborating, taking advantage of technologies and resources to make a difference in the lives and health of our patients.

Under the direction of the Director Patient Services and/or Manager Call Center supervises the daily operations of the Call Center Department. Provides direct supervision over functional unit. Responsibilities include staff scheduling, to maintain appropriate staffing levels. Is involved with interviewing and selection of new staff, provides orientation and training to new staff. Makes recommendations for manpower planning and development. Participates in evaluation and counseling of staff. Has some system knowledge in the managing of Hunt Groups, voice mail and telephone issues, being aware of appropriate personnel when systems fail.

Responsibilities:

• Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
• Commits to recognize and respect cultural diversity for all customers (internal and external).
• Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.
• Manages the performance of the SMG Call Center team to maintain key performance indicators.
• Directs and assists in the instruction of all personnel in the area of implementation of policies, procedures, standards, and methods necessary to meet job expectations.
• Interviews patients via telephone regarding complaints or concerns.
• Works with designated personnel to investigate and resolve any patient or physician complaints or concerns regarding the SMG Call Center functionality.
• Interviews, selects, and trains department personnel. Evaluates personnel performance and recommends personnel actions such as compensation, promotion, transfer, counseling’s, or termination if appropriate.
• Performs other duties as assigned
• Maintains appropriate records in keeping with responsibilities such as auditing time sheets, absentee records, incident reports, and vacation records, etc.
• Serves as a back-up Call Center agent member as required.
• Establishes systems to routinely communicate necessary information to reporting staff.
• Keeps Patient Telecommunication Representatives informed of any changes or requests associated with their responsibilities.
• Orders all supplies for the Call Center department
• Plans techniques to be used as refresher aids in further educating Call Center agents
• Is responsible for providing adequate coverage for all shifts
• Extends orientation as to department specifics.
• Monitors GNAV throughout the day, ensuring every agent is working to the expected calls per hour, monitors calls via NEC for quality assurance.
• Maintains the department Lean BSC and daily metrics, and oversees department daily huddle.

Required Knowledge and Skills:

• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization may exist.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must be able to reasonably make appropriate judgment in communications and actions with patients, physicians, other associates, outside agencies, and vendors.
• Computer skills, Excel, Word, Meditech knowledge

Education and Experience:

PI257113481