Supervisor, Scheduling Services Contact Center

UPMC; United States; Remote; USD 43,000 - 87,000; Full time

Job summary

An established industry player is seeking a dedicated Supervisor for their Scheduling Services Contact Center. This full-time position emphasizes a patient-centric approach, ensuring service excellence in every interaction. The Supervisor will lead a team, focusing on quality, production, and customer satisfaction while providing coaching and career development. With a commitment to fostering a positive work environment, this role offers the opportunity to make a significant impact on patient experiences. Join a forward-thinking organization that values innovation and service excellence.

Qualifications

• 3-5 years of experience in a customer service environment.
• 2 years of experience training and coaching staff.

Responsibilities

• Ensure a world-class patient experience through effective supervision.
• Conduct team meetings and provide timely feedback to staff.

Skills

Customer Service

Leadership

Coaching

Analytical Skills

Communication

Organizational Skills

Education

High School Diploma

Bachelor's Degree

Tools

MS Office

Kronos

Job description

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University of Pittsburgh Physicians is hiring a Full-Time Supervisor to help support Scheduling Services.

Hours: Monday-Friday, 8:30 am to 5:00 pm

Location: Remote with occasional travel to Harrisburg, Pittsburgh, or other locations within the Commonwealth.

Purpose:

Under the general direction of the Manager, Scheduling Services, the Supervisor, Scheduling Services will ensure a World Class, patient-centric experience of Service Excellence through every interaction with UPMC Scheduling Services. This patient-centric experience will align with not only the Scheduling Services Mission & Vision but the UPMC Core Values, creating an Industry Leading patient experience during each and every interaction. The Supervisor, Scheduling Services will act as a leader, mentor, and role model at all times, while supporting the Scheduling Specialists and staff members within the Scheduling Center. The Supervisor, Scheduling Services will facilitate the team achievement of quality, production, and customer satisfaction goals, effectively monitoring call queues and volumes to ensure the team's success. The Supervisor, Scheduling Services will provide coaching and career development to their staff while adhering to UPMC Values and Culture of Service Excellence.

Responsibilities:

• Provide a World Class patient experience, focusing on Service Excellence and one contact resolution with each and every patient interaction. Assist with the management of contact center volume including inbound calls, outreach calls, written communication, and online interactions.
• Allocate resources to ensure achievement of all performance standards, including analysis of available reports to identify root cause of potential or existing problems.
• Supervise, coach, and develop team members, including preparation of employee performance evaluations and participate in merit increase process. Participate in interviewing, hiring, and training of staff, as well as providing oversight for employee timecards and Kronos.
• Perform random audits of staff to assure performance and quality. Provide timely feedback / coaching to staff to ensure continuous improvement.
• Conduct team meetings on a regular cadence and provide information to team members in a timely manner. Communicate with all managers, supervisors and team leaders.
• Maintain a positive work environment through employee recognition and interaction
• Establish effective workflow to maximize automated systems, facilitate communication and enable teamwork between departments. Provide support to other departments as requested during periods of backlogs.
• Assist in the resolution of inquiries, providing expert interpretation and support.
• Support opportunities within the team, such as coaching, training, and issue escalation, determining root cause and ensuring continuous improvement and lessons learned.
• Assist in the development, implementation, execution and refinement of policies and procedures as well as establishing performance measures.
• Interface with customers via telephone, written correspondence and/or in person to answer inquiries, resolve concerns and ensure customer satisfaction.
• Maintain employee and patient confidentiality.
• Assist Information Services in the development and implementation of system enhancements impacting UPMC Scheduling Services.
• High School Graduate with 3 to 5 years' experience in a Customer Service Environment.
• Bachelor's Degree Preferred.
• 3 years of professional experience, 2 years of experience training and/or coaching staff required.
• Service Excellence as a way of thinking and the attitude that is portrayed.
• Ability to help others embrace the spirit of service.
• Leadership skills to manage and motivate team members to provide a high level of service excellence.
• Proven success in finding innovative solutions to enhance the patient experience.
• Excellent organizational, interpersonal and communication skills, both written and oral.
• Strong analytical ability. Competent in MS Office and PC skills required.
• Complete and thorough understanding of 'Excellence in Service' requirements.
  
  

Licensure, Certifications, and Clearances:

• Act 34
  
  

UPMC is an Equal Opportunity Employer/Disability/Veteran

UPMC has a Center for Engagement and Inclusion that is charged with executing leading-edge and next-generation diversity strategies to advance the organization’s diversity management capability and its national presence as a diversity leader. This includes having Employee Resource Groups, such as PRIDE Health or UPMC ENABLED (Empowering Abilities and Leveraging Differences) Network, which support the implementation of our diversity strategy.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Accounting/Auditing

• Industries

  Hospitals and Health Care

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