Supervisor - SRS Contact Center - Day Shift - Full Time
Company: Sharp HealthCare
Location: San Diego
Posted on: October 22, 2024
Job Description:
Hours:Shift Start Time: 8 AMShift End Time: 5 PMAWS Hours
Requirement: 8/40 - 8 Hour ShiftAdditional Shift
Information:Weekend Requirements: As NeededOn-Call Required:
NoHourly Pay Range (Minimum - Midpoint - Maximum): $31.691 -
$39.614 - $47.537The stated pay scale reflects the range that Sharp
reasonably expects to pay for this position. The actual pay rate
and pay grade for this position will be dependent on a variety of
factors, including an applicant's years of experience, unique
skills and abilities, education, alignment with similar internal
candidates, marketplace factors, other requirements for the
position, and employer business practices.What You Will
DoResponsible for supervision and coordination for Call Center and
PBX operations to ensure efficient daily operations, quality
outcomes and internal and external customer satisfaction. Ensures
effective and efficient telephone and appointment access and
messaging for all primary care providers and PBX.Required
Qualifications
- H.S. Diploma or Equivalent
- 2 Years leadership experience in a call center
environment.
- Experience with electronic mail, word processing, spreadsheets,
and database programs.Preferred Qualifications
- Bachelor's Degree in related field.
- Coursework in medical terminology.Essential Functions
- Change management: Responsible for effectively supporting and
driving initiatives. Responsible for leading the team through
changes and new initiatives. Drives consistency in process.
- Collaboration and communication: Collaborates and communicates
with physician leadership and staff physicians to assure their
involvement with the continuity of quality service outcomes and the
resolution of operational problems. Build and maintain effective
working relationships with business partners and leaders across
sites and departments. Attend Site Leadership/Physician meetings to
share Call Center results ensuring the performance goals are
met.
- Human resource management: Provides direct supervision and
guidance to direct reports. Is available and visible to employees.
Makes regular rounds. Responds to problems, issues and questions in
a timely manner. Uses appropriate hiring techniques, including
screening for technical and service oriented skills/experience.
Recognizes and rewards employee's job performance, especially
delivery of outstanding customer service. Teaches and develops
employees by delegating tasks and at the same time ensuring that
employees know how to do the task. Helps employees set improvement
goals and advance/move on if they want to. Provides feedback and
timely performance reviews for each employee. Ensures consistent
application of human resources policies and department
guidelines.
- Leadership: Lives a service mission by demonstrating a patient
centered department and organization. Consistently emphasizes the
importance of front line employees and physicians. Responds to
deadlines and projects accurately and timely - takes initiative in
communication and program/service enhancement. Respect others and
earn their respect by role model for employees. Encourage, praise,
and acknowledge front line staff on a regular basis. Keep
confidences - especially with information from or about patients,
employees and physicians. Admit mistakes and ask for input. Be
respectful of other's time - be punctual and let others know if
plans change. Communicates regularly to ensure the employees and
physicians understand decisions made and how they will be affected,
using both written and oral methods. Conducts regular meetings with
departments as necessary. Promote discussion and actively
listens/responds to staff ideas. Demonstrates a willingness to
change and try new ideas. Cares about and advocates for others.
When problems arise, listen to staff members and understand all
sides of an issue before taking action. Assists employees in
prioritizing when they are overwhelmed. Raises employee and patient
concerns in leadership forums while balancing their needs with the
organizations' needs and limitations. Participates in special
projects and activities, as needed.
- Quality and customer service: Evaluates patient satisfaction
and patient liaison reports, opinion surveys and other customer
satisfaction indicators via Press Ganey Service Portal. Develops
systems, action plans and procedures to assure quality outcomes for
internal and external customers. Monitors call volumes, telephone
service factor to ensure adherence to established quality
indicators. Identifies and supports Sharp Rees-Stealy's principal
quality goals and incorporates into the leadership objectives.
Keeps skills/knowledge up to date to maintain credibility and
ability to deliver service.
- Staff development: Responsible for coaching staff to meet or
exceed quality, productivity, development needs and performance
development. Provides direction and communicates team objectives
and goals in alignment with organizational priorities. Coaches
employees and hold them accountable for service delivery. Involved
in interviewing candidates, making recommendations for hire and
acclimating new members to the team. Anticipates resource needs,
sets priorities, and manages people & work in the most effective
manner to achieve performance objectives in conjunction with
guidelines and procedures. Provides ongoing feedback via scheduled
coaching sessions during one-on-one sessions. Conducts call quality
evaluations utilizing the Quality standards as defined by the
department. Also completes random call quality evaluations to
ensure compliance with quality standards. Provides training as new
initiatives are rolled out in the department. Identifies deficiency
in skills and trains or arranges training with the appropriate
department or support staff.
- System integration: Collaborates and networks with other
supervisors and staff to facilitate and emphasize teamwork,
integration and efficient resource utilization. Participates on
task forces, committees and other projects as requested by manager
to maintain the integration of the call center with medical center
operations. Supports system integration with Sharp Health Care by
pro-actively coordinating outcomes and gaining commitment from
appropriate stakeholders. Serves as a liaison to 82-SHARP, Nurse
Connection, Sharp Physician Referral service, Information and
Scheduling Systems.Knowledge, Skills, and Abilities
- Excellent written and oral communication skills. Solid
understanding of English grammar, vocabulary and punctuation.
- Knowledge of call center principles and operations including
technology such as Automatic call Distribution Systems, Workforce
Management and call recording systems.
- Able to follow strict timelines and manage multiple tasks
concurrently. Be Flexible.
- Able to work independently and as a member of a cohesive,
results-oriented team.
- Ability to execute tasks with minimal instruction.
- Demonstrated ability to supervise, motivate and coach
staff.
- High level of integrity; ability to maintain confidentiality.
Able to exercise mature and sound judgment in the commitment of the
Plan's mission and operating goals. Exceptional diplomacy skills to
effectively resolve issues under sometimes tense and stressful
circumstances.
- Excellent organizational and interpersonal skills.Sharp
HealthCare is an equal opportunity/affirmative action employer. All
qualified applicants will receive consideration for employment
without regard to race, religion, color, national origin, gender,
gender identity, sexual orientation, age, status as a protected
veteran, among other things, or status as a qualified individual
with disability or any other protected class.
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Keywords: Sharp HealthCare, Santee , Supervisor - SRS Contact Center - Day Shift - Full Time, Hospitality & Tourism , San Diego, California
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