Call Center Supervisor

Our promise to you:

Joining UChicago Medicine AdventHealth is about being part of something bigger. Its about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. UChicago Medicine AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance

• Paid Time Off from Day One

• 403-B Retirement Plan

• 4 Weeks 100% Paid Parental Leave

• Career Development

• Whole Person Well-being Resources

• Mental Health Resources and Support

• Pet Benefits

Schedule:

Shift:

Address:

City:

State:

Postal Code:

Job Description:

• *Need to live within the Chicagoland or NW Indiana area.5 weeks of onsite training and then Remote. Must have call center experience.
• Schedule: Monday Friday 9:30am-6pm and rotate Saturdays 8am-12pm
• Resolves direct consumer interactions during high-volume times.
• Oversees and performs administrative duties for the daily and ongoing function of assigned areas.
• Monitors and reports on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures.
• Utilizes proper escalations when issues arise and sees them through to resolution.
• Provides coaching to ensure team members are equipped with the tools and training needed to meet proper standards.
• Audits performance and provides education to frontline staff to maintain or exceed accuracy standards.
• Presents regular written and verbal direction to employees to ensure they are well-informed of their tasks.
• Serves as a single point of contact for initial communications with other CxC functions.
• Ensures appropriate interactions with team members and other key partners are appropriately documented, addressed, and communicated.
• Other duties as assigned.

Knowledge, Skills, and Abilities:
Ability to articulate the mission of AH and the CxC
Responsive to ever-changing healthcare landscape
Proficient in time management with superior prioritization skills
Self-motivator, quick thinker, proactive, and detail- and results-oriented
Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues
Demonstrated ability in successfully collaborating with multiple departments
Strong problem-solving skills, with the ability to handle complex scenarios
Effective at leading by example
Strong organizational and coordination skills
Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity
Demonstration of regular, consistent and punctual attendance
Effective communicator in English, both orally and in writing
Proficiency in Microsoft Suite programs and Microsoft Office program (Excel, Word, Outlook, etc.)
Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems
Good medical knowledge
Certified, Registered, or Licensed clinician
Knowledge of Clinical Workflow for timely patient care
Knowledge of administration of medication and treatments as prescribed or authorized by licensure
Practical knowledge and experience in working with call center software systems with the ability to direct workflow to optimize operations
Knowledge of KPIs and Call Center best practices
Experience in budgetary finance and accounting skills with regards to call center management and operations
Ability to work with internal and external partners to improve patient care coordination
Bilingual in English/Spanish [Preferred]
Currently in a lead position within the department for at least 6 months [Preferred]
Call Center Experience [Preferred]
In-office or Hospital clinical experience [Preferred]

Education:
High School Grad or Equiv [Required]

Associate [Preferred]

Field of Study:
in Healthcare Administration, Business or a related field

Work Experience:

3+ years related experience [Required]
1+ experience working as a supervisor , team lead, or analyst in a customer service environment in rapidly shifting procedures and processes [Preferred]

Additional Information:
N/A

Licenses and Certifications:
Certified Medical Interpreter (CMI) [Preferred]

Physical Requirements: (Please click the link below to view work requirements)
Physical Requirements -

Pay Range:

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.