Call Center Supervisor

Harbor Health Services, Inc.; Boston (MA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Holidays

Job summary

Harbor Health Services, Inc. in Dorchester is seeking a Call Center Supervisor to lead our on-site patient access center.

You will oversee daily operations, scheduling, and staff to ensure efficient call answering and appointment scheduling. The role requires at least one year of supervising experience, strong communication skills, and proficiency with Excel, Word, Outlook, Teams, and EPIC/OCHIN; a healthcare setting background is preferred.

Qualifications

• High School Diploma or GED required.
• 1+ years experience managing a Call Center.
• 1 year experience supervising staff.
• Proficient in Excel, Word, Outlook; Teams; EPIC/OCHIN preferred.
• Excellent verbal and written communications and customer service.

Responsibilities

• Ensures efficient and effective day to day operations of the Call Center.
• Participates in the planning, coordinating and/or supervising of all Call Center functions.
• Daily responsibility for the scheduling and realignment of staff to ensure effective coverage for call answering and appointment making functions.
• Ensures all related processes are functioning properly including transferring calls; effectively solving problems and troubleshooting issues.
• Monitors daily call volumes, running daily and weekly performance reports.
• Responsible for the hiring, direct supervision and management of Call Center staff.
• Provides orientation and training and on-going education for all Call Center staff.
• Provides coaching on quality control evaluations.
• Trains and prepares Call Center Agents to respond to patient questions and complaints and troubleshoots problems with services offered as needed.
• Ensures agents understand and comply with all call center objectives, performance standards, and policies.
• Answers agent and other Harbor Health staff questions and inquiries regarding best practices, difficult calls or investigations.
• Identifies operational issues and suggests possible improvements.
• Monitors and evaluates agent performance, provides learning and/or coaching opportunities, and takes corrective action, if necessary.
• Prepares reports and analyzes data to assist management as they determine call center goals.
• Works with Director of Patient Access or designee to support call center operations and performance; conducts interviews and hires candidates.
• Approves time cards for Call Center Agents each pay period in a timely manner.

Skills

Call Center Management

Staff Supervision

Customer Service

Operational Planning

Education

High School Diploma or GED

Tools

Excel

Word

Outlook

Teams

EPIC/OCHIN

Job description

Harbor Health Services is an innovative, growing, mission-based organization that lives, serves and collaborates with our community members to achieve our mission to help individuals reach their full potential through access to local, affordable services that promote health. Harbor provides medical, behavioral health, dental, and support services to more than 34,000 patients in Boston, the South Shore, and Cape Cod. Harbor Health also operates two Programs for All-Inclusive Care for the Elderly in Mattapan and Brockton and a Woman, Infants and Children (WIC) Nutrition Program. To help further the mission of Harbor, we are looking for an talented Call Center Supervisor to join our team!

Harbor Health offers an excellent, comprehensive benefits package including Health, Dental, Vision, Life, & Disability insurance, 403b Savings Plan, Generous Paid Time Off plus 11 additional Holidays and much more!

Role

The Call Center Supervisor is responsible for supporting the operations of the Harbor Health consolidated Call Center. Hours will be on site at our health center located in Dorchester.

Responsibilities

• Ensures efficient and effective day to day operations of the Call Center.
• Participates in the planning, coordinating and/or supervising of all Call Center functions.
• Daily responsibility for the scheduling and realignment of staff to ensure effective coverage for call answering and appointment making functions.
• Ensures all related processes are functioning properly including transferring calls; effectively solving problems and troubleshooting issues
• Assists in the implementation and monitoring of the new initiatives.
• Monitors daily call volumes, running daily and weekly performance reports.
• Responsible for the hiring, direct supervision and management of Call Center staff.
• Provides orientation and training and on-going education for all Call Center staff.
• Provides coaching on quality control evaluations.
• Trains and prepares Call Center Agents to respond to patient questions and complaints and troubleshoots problems with services offered as needed.
• Ensures agents understand and comply with all call center objectives, performance standards, and policies.
• Answers agent and other Harbor Health staff questions and inquiries regarding best practices, difficult calls or investigations.
• Identifies operational issues and suggests possible improvements.
• Monitors and evaluates agent performance, provides learning and/or coaching opportunities, and takes corrective action, if necessary.
• Prepares reports and analyzes data to assist management as they determine call center goals.
• Works with Director of Patient Access or designee to support call center operations and performance; conducts interviews and hires candidates.
• Approves time cards for Call Center Agents each pay period in a timely manner.

Requirements

• High School Diploma/GED
• 1 or more years of experience in the management of a Call Center
• 1 year of experience directly supervising staff
• Computer Literate with Intermediate skills in Excel, Word and Outlook and Teams, EPIC/OCHIN experience preferred
• Excellent verbal and written communications skills and customer service skills

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

The salary range and/or hourly rate listed is a good faith determination of base compensation that may be offered to a successful applicant for this position at the time of this job advertisement.

When determining actual base salary and/or rate, several factors may be considered as applicable (e.g. location, years of relevant experience, education, training, and other factors as permissible by law). As such, most offers will not be at the top of the salary range.

Monday through Friday 8:30 AM - 5:00 PM.

Full Time 40 hours weekly