Call Center Supervisor- Remote- Massachusetts Only

Lensa; Norwood (MA); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare organization is seeking a Call Center Supervisor to manage a team of Patient Service Representatives. This remote position requires strong leadership and interpersonal skills, with a focus on providing exceptional patient service. The ideal candidate will have a Bachelor's degree and experience in a call center environment. Responsibilities include training new hires, monitoring calls, and ensuring quality standards are met. The role offers a competitive salary and generous benefits.

Benefits

Up to 8% company retirement contribution

Generous Paid Time Off

10 paid holidays

Paid professional development

Generous health and welfare benefit package

Qualifications

• Three years of experience in clinical/customer service or call center.
• At least 2 years in a Lead or Supervisory role.

Responsibilities

• Support and manage Patient Service Representatives.
• Monitor calls to ensure quality standards are met.
• Provide continuous coaching and feedback.

Skills

Interpersonal Skills

Problem Solving

Leadership

Active Listening

Education

Bachelor degree

Tools

EPIC

Job description

Call Center Supervisor- Remote- Massachusetts Only

Call Center Supervisor- Remote- Massachusetts Only

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Lensa is the leading career site for job seekers at every stage of their career. Our client, Atrius Health, is seeking professionals. Apply via Lensa today!

Atrius Health is a nonprofit healthcare leader delivering a system of connected care that enables us to know our patients better so that we can serve them well. Across 32 clinical locations, more than 50 specialties and 825 physicians, we provide proactive, customized care to more than 720,000 adult and pediatric patients across eastern Massachusetts.

Atrius Health, an innovative healthcare leader, delivers an effective system of connected care for more than 690,000 adult and pediatric patients at 30 medical practice locations in eastern Massachusetts. Atrius Health’s 645 physicians and primary care providers, along with 420 additional clinicians, work in close collaboration with hospital partners, community specialists and skilled nursing facilities. Our vision is to transform care to improve lives. Atrius Health provides high-quality, patient-centered, coordinated, cost effective care to every patient we serve. By establishing a solid foundation of shared decision making, understanding and trust with each of its patients, Atrius Health enhances their health and enriches their lives. Atrius Health is part of Optum, a health services company focused on building the leading value-based care system in the country.

Summary

The Call Center Supervisor supports and manages a group of Patient Service Representatives and serves as functional supervisor for Call center support staff. The Supervisor is the subject matter expert for the team and is also the person to whom team members come to for guidance while also providing continuous coaching and feedback. Assists new hires with additional training; monitors calls to ensure that department quality standards are met; identifies areas for improvementand schedules staff according to department needs.

EDUCATION/LICENSES/CERTIFICATIONS

• Bachelor degree (or equivalent education, training or experience) required.

Experience

• Three years of experience required in a clinical and/or customer service or call center settingwith atleast 2 years in a Lead or Supervisory role.
• Experience with EPIC or a similar electronic medical records system required.

Skills

• Requires in depth knowledge of area of specialty. Strong interpersonal skills needed with the ability to interact effectively with patients and medical professionals. Sound judgment with the ability to work and make decisions in a fast-paced environment. Leadership potential.
• Provide a high level of customer service to patients, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
• Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
• Address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents. Must be able to effectively arrive at a solution that is patient friendly and able to satisfy business requirements.
• Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.
• Summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
• Comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customer.
• Demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
• Work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members
  
  

Atrius Health is committed to a policy of non-discrimination and equal employment opportunity. All patients, employees, applicants, and other constituents of Atrius Health will be treated with respect and dignity regardless of race, national origin, gender, age, religion, disability, veteran status, marital/domestic partner status, parental status, sexual orientation and gender identity and/or expression, or other dimensions of diversity.

Benefits Include

• Up to 8% company retirement contribution,
• Generous Paid Time Off
• 10 paid holidays,
• Paid professional development,
• Generous health and welfare benefit package.
  
  

Job: *Supervisors/Managers/Directors

Organization: *Internal Medicine

Title: Call Center Supervisor- Remote- Massachusetts Only

Location: Norwood MA

Requisition ID: 125338

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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