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Children's Healthcare of Atlanta Contact Center Supervisor in United States

Contact Center Supervisor

Location: Office Park (1645)

Requisition #: 59949

JOB SUMMARY

Assists manager in the operation of the department to ensure delivery of quality services and safe patient care. Provides leadership and service support in the operations of Contact Center programs, including Nurse Advice Line, One Point of Contact, Telehealth Care Coordination, Children’s Physician Group practice support (e.g., telephones, scheduling, charge entry, clinical communication, and insurance verification), and other programs. Provides leadership, training, mentoring, and customer service support to the Contact Center department in a polite, helpful, and professional manner.

EDUCATION

  • High School Diploma

CERTIFICATION SUMMARY

  • No professional certifications required

EXPERIENCE*

  • 2 years of experience

PREFERRED QUALIFICATIONS*

  • College graduate

  • Experience in process improvement

  • Leadership/management skills

KNOWLEDGE SKILLS & ABILITIES*

  • Computer knowledge and experience with Microsoft Windows, Word, and Excel

  • Demonstrated departmental, leadership, and personnel management qualities

  • Staff development, resource utilization (staffing), excellent communication, organization, and interpersonal skills

  • Demonstrated excellent customer service skills

  • Must be able to work in a high-volume, fast paced environment

  • Demonstrated ability to meet and maintain the quality and productivity standards as set for this position

JOB RESPONSIBILITIES*

  • Oversees daily operations, ensuring adequate staffing.

  • Takes a lead role in creating and managing department schedules.

  • Provides Contact Center service support backup for other team members and covers various shifts when needed.

  • Assists assigned direct reports in daily operations, maintaining competency in the area of responsibility.

  • Exhibits superior customer service and maintains a standard of quality and productivity consistent with the goals of the department.

  • Monitors the quality and productivity of the team using available tools, including live observations and documentation review.

  • Takes appropriate action to ensure patient safety and efficient operations.

  • Facilitates communications and expectations between the Contact Center and other departments.

  • Provides resolution to customer complaints and Contact Center issues by supporting other team members and/or contacting the appropriate staff or department for assistance.

  • Assists in the development and maintenance of staff orientation manuals, skills checklist, policy and procedures, and guidelines for the Contact Center.

  • Assists manager by taking actions to ensure development of staff.

  • Ensures each team member is adept at each process within the Contact Center and is able to communicate the urgency and importance of quality within the daily job functions.

  • Assists manager by providing support with hiring, performance appraisals, and disciplinary process for all staff, including feedback concerning areas for development and accomplishments.

  • Assists Contact Center management with designated special projects.

  • Manage the day to day operations of the staff, including but not limited to: work assignments, task management, time tracking/management, and on-the-job training.

  • Take an active role in coaching and mentoring the team to ensure continued employee growth and success both on the team and at the broader CHOA organization.

  • Assist manager with employee performance evaluations and hiring decisions.

SYSTEM RESPONSIBILITIES*

Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.

Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

PHYSICAL DEMANDS*

Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance

Bending/Stooping - Frequently (activity or condition exists from 1/3 to 2/3 of time)

Climbing - Not Present

Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.

Lifting - Occasionally (activity or condition exists up to 1/3 of time)

Pushing/Pulling - Not Present

Sitting - Constantly (activity or condition exists 2/3 or more of time)

Standing - Frequently (activity or condition exists from 1/3 to 2/3 of time)

Walking - Frequently (activity or condition exists from 1/3 to 2/3 of time)

WORKING CONDITIONS*

Some potential for exposure to blood and body fluids

About Us:

Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 20 neighborhood locations and a total of 673 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 60 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been recognized as a Fortune 100 Best Place to Work, a Best Place for Working Mothers, and as a top employer for diversity and millennials. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow.

Have questions about the recruitment process? Check out What to Expect.

Address: 1645 Tullie Circle, Atlanta, GA 30329

Function: Revenue Cycle - Patient Financial Services

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