Call Center Supervisor - Mansfield Orthopaedics

Copley Hospital, located in Morrisville/Stowe VT, is in search of a Call Center Supervisor to join our team! The Call Center Supervisor is dedicated to coaching and motivating call center Schedulers as they field calls from patients. The Call Center Supervisor will hire employees and assist in the training process, ensuring that every Scheduler is well prepared for their calls. They will continue to support Schedulers after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. They should be analytical, supportive, and prepared to act a resource to Schedulers. The Call Center Supervisor will be focused on helping their team build necessary skills and knowledge so they can better support our patients. The Supervisor will also need to participate in answering calls from patients. The Supervisor should be supportive, communicative, and attentive.

This is a Full-Time position (PT available). 

Copley Hospital has a variety of shifts available across Full-Time, Part-Time, and Temporary needs. Please consider applying to discuss how your availability may align.

• Hiring, training, and preparing call center representatives to respond to patient questions and complaints and troubleshoot issues
• Responsible for maintaining department schedule in coordination with Front Office Supervisor.
• Responsible for the day-to-day operations of Call Center
• Performs call audits and provides feedback to team members. 
• Works proactively with the Practice Director to identify problems and assist in finding appropriate solutions. 
• Hiring, training, and preparing call center representatives to respond to patient questions and complaints and troubleshoot issues
• Ensuring Schedulers understand and comply with all call center objectives, performance standards, and policies
• Answering Scheduler questions regarding best practices or difficult calls
• Establish, documents, and trains staff on department policies and procedures, including education, system changes, improvements, and new processes. Ensures compliance to departmental policies and procedures, hospital policies and procedures, and state and federal regulations
• Monitoring and evaluating Schedulers performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Identifying operational issues and suggesting possible improvements
• Preparing reports and analyzing data to assist management as they determine call center goals
• Working with other supervisors and management team members to support Schedulers and maximize patient satisfaction
• Implements appropriate actions to improve patient satisfaction for designated area of responsibility
• Consistently monitors and maintains adequate documentation of job performance of team members. Recommends and develops performance improvement plans for staff with input from Director
• All other duties and special assignments as assigned or requested. Completes these thoroughly and within time frames and deadlines provided.

Education Required:

• High School Diploma or equivalent

Education Desired:

• Associates Degree

Experience Required:

• Two years customer service, billing, or admissions experience in a healthcare environment.

Experience Desired:

• Call center, customer service, or supervisory experience preferred
• Proficiency with technology, especially computers, software applications, and phone systems
• Ability to coach, train, and motivate employees and evaluate their performance
• Excellent problem solving, leadership, and customer service skills
• Analytical, efficient, and thorough performance
• Healthcare experience

Skills Required:

• Analytical ability required to evaluate processes and to recommend improvements as necessary
• Exceptional verbal and written communication skills.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Ability to foster an environment that nurtures collaboration, teamwork, and mutual respect
• Strong commitment to formalized orientation and training of staff on an on-going basis