Contact Center Supervisor - Intermediate

Michigan Medicine; Ann Arbor (MI); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical Coverage

Dental Coverage

Vision Coverage

Flexible Spending Accounts

Prescription Drug Plan

Mental Health Programs

Child Care Resources

Life Insurance

Legal Services Plan

Retirement Match

Job summary

Michigan Medicine is seeking a Contact Center Supervisor to lead a team of representatives focused on patient access and service quality. You will oversee day-to-day call center operations, staffing, and escalation handling, ensuring adherence to QA standards and performance metrics.

The role includes coaching, scheduling, reporting, and collaboration with faculty, APPs, and nursing staff to resolve issues and drive continuous improvement.

Qualifications

• Associate Degree or equivalent combination of education and experience.
• Strong leadership, communication, and customer service skills.
• Experience with scheduling, QA, and performance coaching.

Responsibilities

• Provide direct supervision of Contact Center Representatives.
• Prepare weekly/monthly performance reports and coaching.
• Manage staffing levels and workload to meet service levels.
• Serve as escalation point for customer complaints.
• Lead Lean in Daily Work improvement initiatives.
• Oversee training and onboarding for staff.

Skills

Staff Leadership

Customer Service

Communication Skills

Performance Management

Team Scheduling

Education

Associate Degree

Tools

EPIC

Job description

• Forbes #1 Best Employer in Michigan

Who We Are

Michigan Medicine is one of the largest hospitals in Michigan and a premier academic medical center made up of:

• U-M Health System
• University of Michigan Medical School and its University of Michigan Medical Group practice
• One of the nation's largest biomedical research communities
• Michigan Health Corp. the legal entity that allows the Health System to enter into partnerships, affiliations, joint ventures and other business activities

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Job Summary

The Contact Center Supervisor will lead a team of Contact Center Representatives whose focus is on ensuring high patient satisfaction, access to care and best in class service. Directly responsible for the performance management of Contact Center Representatives. Manage and evaluate the activities and day to day responsibilities of the Contact Center Representatives receiving incoming phone calls as well as facilitating outbound and off phone work. The supervisor will evaluate, plan and schedule staffing levels and workflow/activities to achieve expected call and outbound volumes. The Supervisor is responsible for tracking and reporting on team?s performance including attendance patterns. The supervisor is responsible for understanding call Quality Monitoring (QA) to ensure quality standards and key performance indicators. In addition, the supervisor coordinates training for Contact Center Representatives, including orientation, customer service training and ongoing coaching sessions. Assign, monitor and review progress and accuracy of work of Contact Center Representatives. Directs efforts and provides technical guidance on the use of call center technology. Serve as an escalation point for handling complaints and grievances, including interceding on incoming calls with difficult customers. Responsible for interviewing, hiring, salary changes, performance coaching, planning and evaluation, disciplinary actions, termination, completion of annual performance evaluations, and development of all subordinate staff either directly or overseeing additional assistance. Evaluate and coordinate workflow/activities to achieve expectations, monitor call center data and manage to goals for new patient access, service level, abandon rate, etc. Monitor calls/activities as necessary to ensure that performance standards are being met. Assign, monitor, and review progress and accuracy of work, direct efforts and provide technical guidance on more complex issues.

Responsibilities*

• Provide direct supervision of Contact Center Representatives.
• Ensure adherence to policies for attendance and other Standard Practice Guidelines (SPG).
• Prepare weekly/monthly performance reports. Report and share with management team and Contact Center staff on a weekly basis; utilizing data to assist in recognition, coaching, mentoring and goal setting.
• Provide coaching, mentorship, and development opportunities to direct reports
• Assist in the identification and resolution of operating problems related to calls, scheduling, and process implementation.
• Conduct formal on-the-job and ongoing training for Contact Center staff; create a staffing plan conducive to meeting training needs.
• Approve time off/vacation requests; create a coverage plan for absences.
• Approve payroll time.
• Work with Contact Center Sr. Rep(s) to update and maintain Contact Center training material.
• Monitor Contact Center work for accuracy and quality assurance and provide feedback, coaching, and mentoring.
• Complete annual performance reviews for direct reports
• Act as liaison between Contact Center staff and others within the clinic or health center. Work directly with faculty, APPs, and nursing staff to resolve scheduling and Contact Center issues.
• Demonstrate excellent work ethic and customer service, acting as a role model in all areas of Contact Center operations.
• Help to oversee and monitor day to day call center operations and processes for customer. satisfaction, efficiency, and target achievements: 80% service level, 5% or less abandonment rate.
• Communicate with all staff at weekly/monthly meetings to reach department goals, resolve issues and institutional priorities or changes.
• Foster positive communication among all staff.
• Lead the staff in the ongoing Lean in Daily Work Model quality improvement initiatives, working to make continuous improvement to Contact Center performance metrics.
• Maintain administrative confidentiality in all matters.
• Other duties as assigned.

Required Qualifications*

• Associate Degree or equivalent combination of education and experience within an ambulatory care setting.
• Individual must exhibit strong leadership skills, possess a professional and positive image when interacting with patients, faculty, and staff. They must also adhere to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and communication skills; and demonstrated ability to interact with a diverse population and effectively manage and lead staff.
• Candidates must be able to work effectively with a multidisciplinary team, handling multiple responsibilities in a fast-paced environment. In addition, candidate must demonstrate flexible and creative problem-solving skills, proficient computer and keyboarding skills, and excellent attendance.
• Proficient communication skills and results-orientated work approach.

Desired Qualifications*

• Experience with EPIC (electronic medical report).
• Knowledge of University policies and procedures.
• Experience leading teams and team building.

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world's most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

• Excellent medical, dental and vision coverage effective on your very first day
• Flexible spending accounts
• Prescription Drug Plan
• Mental and emotional health programs
• Child Care Resources
• Life Insurance
• Legal Services Plan
• 2:1 Match on retirement savings

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Reporting Relationship

This position will report to Contact Center Manager within the University of Michigan Medicine Medical Group (UMMG) and will also receive direction from the Director of the Contact Center.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.