Call Center Supervisor- Remote- Massachusetts Only

Atrius Health; Norwood (MA); Remote; USD 60,000 - 90,000; Full time

Job summary

An innovative healthcare leader seeks a Call Center Supervisor to manage a dedicated team of Patient Service Representatives. This pivotal role involves providing guidance, coaching, and training while ensuring high-quality service standards. The ideal candidate will possess strong leadership skills and a background in customer service or clinical settings. By fostering a collaborative environment and enhancing patient interactions, you will contribute to transforming care and improving lives. Join a forward-thinking organization committed to delivering exceptional patient-centered care and enjoy a comprehensive benefits package that supports your professional growth.

Benefits

Up to 8% company retirement contribution

Generous Paid Time Off

10 paid holidays

Comprehensive health and welfare benefits

Qualifications

• 3+ years in clinical, customer service, or call center settings.
• 2+ years in a leadership role.

Responsibilities

• Manage a team of Patient Service Representatives.
• Monitor calls to ensure quality standards and provide feedback.

Skills

Leadership

Customer Service

Problem-Solving

Interpersonal Skills

Communication

Decision-Making

Active Listening

Education

Relevant Education or Certification

Tools

EPIC

Job description

Job Description - Call Center Supervisor- Remote- Massachusetts Only (125338)

Call Center Supervisor- Remote- Massachusetts Only - (125338)

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. Our physicians and primary care providers, along with additional clinicians, work in close collaboration with hospital partners, community specialists, and skilled nursing facilities. Our vision is to transform care to improve lives. We provide high-quality, patient-centered, coordinated, and cost-effective care to every patient. We aim to build trust and understanding through shared decision-making, enhancing health and enriching 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 team of Patient Service Representatives, serving as a functional supervisor and subject matter expert. The supervisor provides guidance, coaching, and feedback, assists with training new hires, monitors calls to ensure quality standards, identifies areas for improvement, and schedules staff according to departmental needs.

Education, Licenses, Certifications

Required qualifications include relevant education, licenses, or certifications as specified by the role.

Experience

• Minimum of three years' experience in a clinical, customer service, or call center setting, with at least 2+ years in a leadership role.
• Experience with EPIC or similar electronic medical records system required.

Skills

• In-depth knowledge of the area of specialty, strong interpersonal skills, and the ability to interact effectively with patients and medical professionals.
• Excellent judgment, decision-making skills, and leadership potential.
• High level of customer service, active listening, problem-solving skills, and ability to remain calm under stress.
• Decision-making guided by general instructions, with the ability to analyze and interpret situations to find patient-friendly solutions.
• Ability to communicate complex information clearly in both written and verbal formats.
• Knowledge of standard concepts, practices, procedures, and policies, with the ability to apply them in various situations.
• Collaborative team player, capable of offering ideas and respecting team members.

Atrius Health is committed to non-discrimination and equal employment opportunity, treating all individuals with respect and dignity regardless of diverse backgrounds.

Benefits Include:

• Up to 8% company retirement contribution
• Generous Paid Time Off
• 10 paid holidays
• Comprehensive health and welfare benefits

Organization

Internal Medicine

Primary Location

Norwood, MA

Schedule: Monday-Friday during business hours with some weekend availability.

Job Details

Job Level: Manager

Type: Regular Full Time - 40 Hrs (Full Time Benefit Eligible)