Supervisor - SRS Contact Center - Day Shift - Full Time

Company: Sharp HealthCare
Location: San Diego
Posted on: October 16, 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): $30.918 - $38.648 - $46.377The 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, leading the team through changes and new initiatives, and driving consistency in process.
    • Collaboration and communication: Collaborates with physician leadership and staff physicians to assure their involvement with the continuity of quality service outcomes and the resolution of operational problems, and builds effective working relationships with business partners and leaders across sites and departments.
    • Human resource management: Provides direct supervision and guidance to direct reports, is available and visible to employees, responds to problems, issues and questions in a timely manner, and ensures consistent application of human resources policies.
    • Leadership: Lives a service mission by demonstrating a patient-centered department, responds to deadlines and projects accurately and timely, and communicates regularly to ensure understanding of decisions made.
    • Quality and customer service: Evaluates patient satisfaction and develops systems, action plans and procedures to assure quality outcomes for internal and external customers.
    • Staff development: Responsible for coaching staff to meet or exceed quality, productivity, development needs and performance development.
    • System integration: Collaborates with other supervisors and staff to facilitate teamwork and efficient resource utilization.Knowledge, Skills, and Abilities
      • Excellent written and oral communication skills.
      • Knowledge of call center principles and operations.
      • Able to follow strict timelines and manage multiple tasks concurrently.
      • Able to work independently and as a member of a cohesive team.
      • Ability to execute tasks with minimal instruction.
      • Demonstrated ability to supervise, motivate and coach staff.
      • High level of integrity; ability to maintain confidentiality.
      • 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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