Supervisor, Communication Center

Rochester Regional Health; City of Rochester (NY); On-site; USD 22,000 - 37,000; Full time

Job summary

Rochester Regional Health seeks a Supervisor of the Communication Center to oversee day-to-day operations, lead a team of 25+ staff, and ensure high-quality patient interactions across channels.

Responsibilities include training, performance reviews, process improvements, and coordinating with leadership to meet service metrics. Regular daytime hours at the Riedman Campus in Rochester, NY.

Qualifications

• 2 years' experience in Customer Service/Contact Center.
• High School diploma preferred.
• Minimum of 1 year supervisory/coordinator experience preferred.

Responsibilities

• LEADERSHIP & SUPPORT: Supervises and coordinates staff to meet departmental goals and handles daily workload.
• TRAINING & IMPROVEMENT: Provides onboarding/training and supports staff development.
• PERFORMANCE & METRICS: Monitors performance, conducts evaluations, and maintains HIPAA compliance.

Skills

Customer Service/Contact Center

Education

High School diploma

Job description

Summary

The Supervisor of the Communication Center coordinates and supervises the day-to-day operations/activities of a clerical/administrative unit or team while also performing many of the duties of those supervised. Responsibilities include directing, training, monitoring, mentoring and appraising staff work. Thy will be responsible for tracking on-going team performance to ensure department metrics are attained and overall departmental goals achieved. Collaborates with peers, Manager, and Directors in department planning and budgetary processes. The Supervisor contributes to operational decisions that support the Health System’s mission and goals and drives the development of a high performing team. The Supervisor of the Communication Center supervises and will be responsible for the management of more or less than 25 employees. The Supervisor monitors performance and ensures department goals are met. The supervisor will be responsible for ensuring employees have all the proper documents and tools to assist with incoming calls in a timely manner, appropriate staffing in place and aware of incoming call hold times and call list turnaround times.

STATUS

Full-Time

LOCATION

Riedman Campus -100 Kings Highway South Rochester, NY 14617

DEPARTMENT

Communication Center

SCHEDULE

Monday - Friday 8am - 4:30pm

Responsibilities

• LEADERSHIP & SUPPORT: Supports Department Manager, ensuring all department operational goals are achieved. Supervises and coordinates employee activities to efficiently handle the day-to-day workload and future business. Coordinates weekly call list and incoming call rotation of department personnel. Provides documentation based on recommendations to department workflow and headcount, working directly with Department Manager. Implements the department’s strategic, financial and clinical priorities by deploying systems, process, and people-oriented methods to improve access to care, including but not limited to appointment scheduling, registration, referral management, outreach, and customer service delivery. Coordinates with Sr. Director and Management to implement effective contact center management practices to increase revenues, reduce costs, and improve service quality. Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications. Works across multiple functions and with all levels of the organization. Provides feedback and coaching real time to each team member in support of their adherence and productivity goals. Provides performance input, participates in the performance review process, and recommends HR actions and pay decisions for direct reports.
• TRAINING & IMPROVEMENT: Responsible for proper onboarding/training experience for all new hires. Collaborate with Department Manager in hiring, transfers, promotion, performance disciplines, and terminations according to existing procedures and policies. Makes suggestion to Department Manager for improved work methods to increase efficiency, reduce costs and solve operation problems. Investigates and provides documentation on service and patient complaints, providing review with employee and remedial training documentation. Establishes policies and procedures to ensure delivery of a seamless customer experience concept across a broad range of customer touch points, channels, processes, and solutions. Works across multiple functions and with all levels of the organization. Demonstrates leadership and influence through rounding, mentoring, coaching, and support to team members. Supports and facilitates staff professional development and appropriate training, education and development of staff in accordance with organizational standards and defined service outcomes.
• PERFORMANCE & METRICS: Recognizes the need for and assumes departmental responsibilities when scheduled or in the case of staffing shortages. Maintains a strong awareness of incoming call hold times and immediately modifies department workflow and own work responsibilities to minimize and prevent. Supports and develops department personnel recognition. Strong command of company policies and procedures and respecting patient confidentiality, avoiding Health Insurance Portability and Accountability Act (HIPAA) violations. Adheres to and complies with Health Insurance Portability and Accountability Act HIPAA at all times to safeguard protected health information. Monitors overall performance of employees and conducts annual performance evaluations while fostering a positive working environment. Regularly tracks and manages day-to-day performance of the shift and/or team as to performance, cost, quality, customer service, and/or the like; keeps department management apprised of performance, including any employee issues, or highly sensitive, critical or unusual situations or events that may occur.

Minimum Qualifications

• 2 year's experience in Customer Service/Contact Center.

Preferred Qualifications

• High School diploma preferred
• Minimum of 1 year supervisory/coordinator experience preferred

Required Licensure/Certification

• NA

Physical Requirements

Sen cary - Sedentary roles are primarily office-based and require prolonged sitting (67–100% of the workday) with minimal physical effort and lifting limited to under 10 lbs. Fine motor skills are necessary for computer work, writing, and telephone use, supported by clear visual and auditory ability. Cognitive and emotional demands are high due to extended concentration, frequent interruptions, independent decision-making, and information processing. Although physical exposure is low, administrative areas within healthcare environments may occasionally involve contact with infectious agents. Some roles may require flexible hours, TB screening, or a valid driver’s license.

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

Pay Range

$20.00 - $27.00

City

Rochester

Postal Code

14617

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.