Call Center Supervisor

$66,560 - $69,992/Yr

Medix - Los Angeles, CA

Part-time - Mid Level

Los Angeles, CA

Administrative and Support Services

About the position

The Call Center Supervisor will oversee the operations of the inbound and outbound call center, ensuring adherence to protocols and managing staff performance. This role involves quality assurance, issue resolution, reporting, and coordination with other departments to enhance service efficiency in a healthcare setting.

Responsibilities

• Supervise the inbound and outbound call center agents, as well as those handling chat support.
• Ensure adherence to established protocols and SOPs.
• Monitor call and chat volumes to adjust staffing levels and manage peak times effectively.
• Conduct regular performance reviews and provide feedback to agents.
• Identify training needs and coordinate ongoing training programs.
• Address any personnel issues or conflicts within the team.
• Monitor calls and chat interactions to ensure compliance with customer service standards.
• Implement quality assurance measures, including call and chat audits.
• Gather and analyze patient feedback to identify areas for improvement.
• Act as the point of escalation for complex or unresolved patient issues.
• Coordinate with clinical staff and other departments to resolve patient concerns promptly.
• Ensure follow-up on all escalated issues to confirm resolution and patient satisfaction.
• Prepare regular reports on key performance indicators (KPIs), including call wait times, resolution times, patient satisfaction scores, and first-call resolution rates.
• Analyze performance data to identify trends and areas for improvement.
• Provide recommendations to management for enhancing service efficiency and quality.
• Work closely with administrative departments to route non-patient-related inquiries appropriately.
• Ensure smooth communication and collaboration between the support center and other clinic departments.
• Participate in inter-departmental meetings to discuss ongoing issues and improvements.
• Ensure all agents are proficient with EPIC (MyChart), CRM, and other relevant systems.
• Coordinate with IT to address any technical issues promptly.
• Stay updated on new features and updates in EPIC and other systems to ensure agents are using the tools effectively.
• Implement continuous improvement initiatives based on feedback and performance data.
• Stay informed about industry best practices in customer service and healthcare support.
• Foster a culture of continuous learning and improvement within the team.

Requirements

• Bachelor's degree in Healthcare Administration, Business Administration, or a related field; equivalent experience may be considered.
• Minimum of 3-5 years of experience in a call center or customer service environment, preferably in a healthcare setting.
• Proven experience in a supervisory or leadership role.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Proficient in using EPIC (MyChart), CRM systems, and other relevant software applications.
• Ability to handle confidential and sensitive information with discretion.
• Strong problem-solving skills and the ability to handle escalated issues effectively.
• Bilingual in Spanish required.

Benefits

• Paid Sick Leave
• Health Benefits / Dental / Vision
• 401k
• Short Term Disability Insurance
• Term Life Insurance Plan