Call Center Supervisor

Mountain Park Health Center; Phoenix (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

Mountain Park Health Center seeks a PCC Supervisor to oversee the contact center team and team leaders within the Patient Communications Center (PCC). The role coordinates patient interactions across phone, chat, and other channels, schedules appointments at clinic locations, and answers patient questions.

The supervisor also handles lab and external partner calls, supports Population Health management, and assists with Nurse Triage calls.

Qualifications

• High School diploma or GED required.
• 2+ years of lead or supervisory experience in a call center.
• 2 years of progressive service-oriented experience as a Lead or Supervisor.

Responsibilities

• Supervise and develop staff via team leads to meet service goals.
• Monitor performance and audits to ensure policy compliance.
• Make hiring, disciplinary, and termination decisions for direct reports.
• Provide feedback on performance evaluations for direct reports.
• Lead day-to-day activities and equip staff with necessary tools.
• Coach, counsel, and train team members as needed.
• Perform quality reviews on recorded calls per center procedures.
• Enable team leads to coach in-the-moment and grow leadership.
• Maintain scheduling, timecards, and related reports.
• Monitor queues against service level goals; address issues promptly.
• Collaborate with management and other departments to resolve issues.
• Ensure regular attendance and perform other duties as required.

Skills

Call center leadership

Supervisory experience

Team coaching

Performance audits

Scheduling and timekeeping

Staff development

Education

High School Diploma or GED

Tools

Quality assurance tools

Workforce management tools

CRM/phone systems

Job description

This position is responsible for overseeing the contact center team and team leaders for the Patient Communications Center (PCC) to interact with patients through multiple outlets (phone, chat, etc.), to schedule appointments for patients at our clinic locations and to answer any additional patient questions. Additionally, the PCC Supervisor answers and directs calls from labs, external providers offices, hospitals, and other community members. The PCC Supervisor also assists with Population Health management and Nurse Triage calls.

Essential Functions

• Supervises and develops employees (working through the team’s lead, if applicable) to ensure the timely delivery of high-quality healthcare services, including training, coaching, and evaluating staff to provide them with the resources and support they need to be successful.
• Oversees employee performance and compliance, performing regular audits and rounds to ensure adherence to all applicable workplace policies and practices.
• Addresses issues or barriers in real time and provides feedback to the manager about issues and barriers they are addressing.
• Makes decisions on hiring, disciplines, and terminations for direct reports.
• Provides direction and feedback on performance evaluations for direct reports.
• Assists manager in providing leadership and direction to employees by executing day-to-day tasks and providing the tools employees need to accomplish their individual roles.
• Provides coaching, counseling, and training of staff.
• Performs quality review on recorded calls according to call center procedures.
• Enables the team’s lead (if applicable) to coach and develop the employees, empowering the lead to provide in-the-moment feedback while developing the lead’s abilities coach the team.
• Maintains scheduling, timecards, and related reports.
• Monitors all queues according to Mountain Park Health Center service level goals.
• Research issues thoroughly by interfacing with the Manager or other departments, etc.
• Maintains regular and predictable attendance.
• Performs other duties as required.

Position Qualifications

Minimum Qualifications

• High School diploma G.E.D. or equivalent.
• 2+ years of Lead or supervisory experience in a call center environment.
• 2 years of progressive experience performing service-oriented tasks as a Lead or Supervisor.

Preferred Qualifications

• Experience with Health Care or Health Insurance.
• Experience with Service Relationship Management, Workforce Management, and Quality assurance tools.