Call Center Supervisor

AdventHealth; Hinsdale (IL); On-site; USD 50,000 - 80,000; Full time

Job summary

Join a forward-thinking healthcare organization as a Supervisor in the Consumer Experience Center, where you will lead a dedicated team in delivering exceptional service. This role emphasizes the importance of community, belonging, and personal growth while ensuring operational excellence. You will oversee daily functions, mentor staff, and maintain high-performance standards in a dynamic environment. If you're passionate about healthcare and ready to make a difference, this is the opportunity for you. Embrace the chance to thrive professionally and contribute to a mission that uplifts individuals in body, mind, and spirit.

Benefits

Benefits from Day One

Paid Time Off

Paid Parental Leave

Student Loan Repayment Program

Career Development

Whole Person Wellbeing Resources

Mental Health Resources

Debt-free Education

Qualifications

• Associate's degree in a relevant field or equivalent experience required.
• 1-2 years of leadership experience in healthcare or contact center.

Responsibilities

• Oversee daily operations and administrative functions of the Consumer Experience Center.
• Act as first point of contact for employee-related concerns and facilitate communication.

Skills

Customer Service

Leadership

Communication

Technology Competence

Education

Associate's Degree in Healthcare Administration or Business

Leadership experience in healthcare

Tools

Contact Center Technology

Job description

All the benefits and perks you need for you and your family:

• Benefits from Day One for FT/PT positions
• Paid Time Off from Day One for FT/PT positions
• Paid Parental Leave for FT/PT positions
• Student Loan Repayment Program for FT/PT positions
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support
• Debt-free Education (Certifications and Degrees without out-of-pocket tuition expense)

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person and serves to uplift others in body, mind, and spirit. AdventHealth is a place where you can thrive professionally and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-time.

Shift: Monday – Friday 9:30 am to 6 pm; Rotating Saturdays 8 am - 12 pm - remote

Location: 120 N. Oak Street, Hinsdale, IL 60521

The role you’ll contribute:

In partnership with management and other leaders, the Supervisor will oversee daily operations and specific administrative functions of centralized service line(s) within the centralized Consumer Experience Center (CxC). The Supervisor will assist with frontline service delivery and serve as the first point of contact for any employee-related concerns. The supervisor serves as a mentor and role model to frontline staff and will be readily available to provide team members with the tools and training needed to meet established service goals. In addition to supporting employees and direct service delivery, the Supervisor will act as a single point of contact for initial communication with interdependent functions within the CxC. As such, they are responsible for facilitating bidirectional communication between frontline staff, other CxC functions, and leadership. In addition to assisting with these functions, the Supervisor may be responsible for managing staff schedules, approving leave, and assisting with payroll, among other functions; there may be instances when this position is requested to perform additional duties on behalf of the Manager.

Because the CxC is a technology-dependent department, the Supervisor must demonstrate competence to operate across various technology platforms. The Supervisor must exhibit strong dedication to providing outstanding customer service, accept responsibility for maintaining relationships that are equally respectful to all, and ensure the delivery of a high-quality service that consistently meets established performance indicators within a rapidly growing centralized enterprise.

The value you’ll bring to the team:

• Demonstrate through behavior UCM AdventHealth’s mission, vision, values and service standards as outlined in the organization’s Whole Care Experience training.
• Create an environment that assures the productivity, performance, and well-being of each employee in the department.
• Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives.
• Participate in the ongoing development and optimization of CxC operations; ensure performance is aligned with organizational goals.
• Collaborate with the market and/or functional areas for the continued partnership and improvement of CxC services.
• Spend a significant portion of daily time interacting with CxC associates and supervisors to ensure proficiency on service-and market-specific content.
• Conduct one-on-one meetings to discuss performance and provide coaching/mentorship, promoting a positive and supporting culture.
• Identify talent development opportunities and create customized learning paths to address individual development requirements.
• Participate in the activation of new or expanded CxC services.
• Maintain competence, oversee, and evaluate centralized support, monitor volume and performance, and assess ongoing training and education needs for the assigned functional area(s).
• Ensure appropriate staffing; maintain a successful recruitment and onboarding process.
• Monitor inbound/outbound call activities and manage escalations; provide oversight for developing and maintaining workflows.
• Manage Contact Center daily productivity, projects, and workload balance to ensure that key responsibilities are processed to meet and/or exceed department goals in accordance with Service Level and Organizational Level Agreements.

The expertise and experiences you’ll need to succeed:

EDUCATION AND EXPERIENCE REQUIRED:

• Associate's Degree in Healthcare Administration, Business or a related field OR,
• One to two years of leadership experience in healthcare and/or a contact center environment OR,
• Currently in a lead position within the department for at least 6 months.
• Two years or more of experience in healthcare contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office.
• Three (3) or more years' experience working as a supervisor, team lead, or analyst in a customer service environment with experience in rapidly shifting procedures and processes.

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

• Certified interpreter (Spanish)

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations, and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience, and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.