Call Center Supervisor

The Urology Group; Cincinnati, Northern (OH, KY); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life Insurance

Pet Insurance

Health savings account

Paid sick time

Paid time off

Paid holidays

Profit sharing

Retirement plan

Job summary

The Urology Group in Cincinnati, OH is seeking a Call Center Supervisor to lead a team of patient care representatives. You will monitor performance, coach staff, and resolve call-based issues to ensure patient satisfaction while upholding HIPAA and regulatory standards.

Ideal candidates have healthcare call center experience, strong communication skills, and the ability to manage deadlines in a fast-paced clinical environment.

Qualifications

• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Customer-oriented with ability to remain calm in difficult situations.
• Strong problem-solving skills.
• Ability to work independently and manage deadlines.

Responsibilities

• Oversees a team of call center representatives and monitors performance.
• Provides guidance, feedback and coaching to staff.
• Resolves issues arising during calls to ensure satisfaction.
• Coordinates with other supervisors for consistency and alignment.
• Ensures compliance with policies, HIPAA, and health information safeguards.
• Maintains staffing levels and scheduling across shifts.
• Escalates and troubleshoots technical issues affecting service.
• Performs related duties as assigned.

Skills

Verbal and written communication

Organizational skills

Customer-oriented

Problem-solving

Independent work with deadlines

Education

High School Diploma

Associate degree or higher preferred

Tools

Microsoft Office

Job description

Join a company that has been voted Top Workplaces, Best Places to Work, Healthiest Employers and Best Workplaces in Ohio!!! Click on the link to our video below to learn more about us!

https://www.youtube.com/watch?v=SdY7gWpaQ0o

This position is in our office located at:

10220 Alliance Road

Cincinnati OH 45242

NO WEEKENDS, NO EVENINGS, NO HOLIDAYS

We offer competitive pay as well as PTO, Holiday pay, and comprehensive benefits package!

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Life Insurance
• Pet Insurance
• Health savings account
• Paid sick time
• Paid time off
• Paid holidays
• Profit sharing
• Retirement plan

GENERAL SUMMARY

The Call Center Supervisor is in charge of overseeing a team of call center representatives, monitoring their performance, providing feedback and coaching, and resolving any issues that arise during the calls. The Call Center Supervisor also communicates with other supervisors and managers to ensure consistency and alignment across the call center.

Requirements

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Answers staff questions and provides guidance and feedback.
• Takes over calls when needed if escalated for customer service satisfaction.
• Measures performance with key metrics such as call abandonment and call waiting.
• Oversees staff work schedule to ensure proper skill mix and adequate staffing levels are maintained during each workday.
• Manages staff performance, provides real-time coaching and feedback, and holds individuals accountable to meet or exceed the performance standards.
• Resolves any technical issues that affect the call center representatives or the customers.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Customer-oriented with ability to remain calm in difficult situations.
• Strong problem-solving skills.
• Skill in using computer programs and applications including Microsoft Office.
• Complies with HIPAA regulations for patient confidentiality.
• Ability to work independently and manage deadlines.

EDUCATION REQUIREMENTS

• High School Diploma or equivalent required. Associate or higher degree preferred.

EXPERIENCE REQUIREMENTS

• Must have previous call center experience.
• Must have previous work experience in healthcare - medical group practice strongly preferred.

REQUIRED TRAVEL

• N/A

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. Seldom, up to 2%

100 + lbs. Seldom, up to 2%

Lifting - Height, Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%