Call Center Supervisor- Remote- Massachusetts Only

Freddie Mac; Norwood (MA); Remote; USD 60,000 - 90,000; Full time

Job summary

An established industry player in healthcare services is seeking a dynamic leader to manage a team of Patient Service Representatives. This role offers a unique opportunity to make a positive impact on patient care while enjoying generous benefits, including a substantial retirement contribution and paid time off. The ideal candidate will have a strong background in customer service and leadership, with the ability to foster a supportive team environment. If you are passionate about enhancing service quality and patient experiences, this position is perfect for you.

Benefits

Up to 8% company retirement contribution

Generous Paid Time Off

Paid professional development opportunities

Comprehensive health and welfare benefits

Qualifications

• 3+ years of experience in a clinical or customer service setting.
• Strong leadership skills with experience in a supervisory role.

Responsibilities

• Manage a team of Patient Service Representatives, providing guidance.
• Monitor calls to ensure quality standards are met.

Skills

Interpersonal Skills

Customer Service

Leadership

Problem-Solving

Education

Bachelor’s Degree

Tools

EPIC

Job description

Employer Industry: Healthcare Services

Why consider this job opportunity:
- Up to 8% company retirement contribution
- Generous Paid Time Off and 10 paid holidays
- Paid professional development opportunities
- Comprehensive health and welfare benefit package
- Opportunity to lead and develop a team in a supportive environment
- Chance to make a positive impact on patient care and service quality

What to Expect (Job Responsibilities):
- Support and manage a team of Patient Service Representatives, providing guidance and coaching
- Monitor calls to ensure quality standards are met and identify areas for improvement
- Assist new hires with additional training and onboarding processes
- Schedule staff according to department needs and operational requirements
- Provide high levels of customer service to patients and external customers

What is Required (Qualifications):
- Bachelor’s degree (or equivalent education, training, or experience) required
- Minimum of three years of experience in a clinical and/or customer service or call center setting, with at least 2+ years in a Lead or Supervisory role
- Experience with EPIC or a similar electronic medical records system required
- Strong interpersonal skills and the ability to interact effectively with patients and medical professionals
- Ability to summarize and communicate moderately complex information in varied written formats

How to Stand Out (Preferred Qualifications):
- Demonstrated leadership potential and ability to work in a fast-paced environment
- Experience in problem-solving and making decisions based on general instructions
- Familiarity with healthcare operations and standards of practice
- Ability to work collaboratively in small teams to improve operations
- Proficiency in communicating complex verbal information clearly

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