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Call Center Supervisor

Call Center Supervisor

Job Description

If you dream of working in a rewarding and educational environment where your patient care and problem solving skills are challenged then Ashfield Healthcare is the place for you!

Founded in 1995 and has experienced significant growth every year. Our focus is on providing communication, fulfillment and data management services to our Pharmaceutical, Biotech, Government and Medical Device clients. Our professional atmosphere and pleasant working conditions offer a unique opportunity for you to apply your specialized skills. We’re recipients of the Best Place to Work in Pennsylvania award!

 

Our employees are the reason for our success. Ashfield is dedicated to selecting and retaining talented, motivated and results-oriented people. Ashfield's open, collaborative atmosphere and flexible, responsive management team nurture and promote new ideas. We're big on results.

Our benefits package is very competitive and includes medical, dental, vision, company matching 401K, and life insurance. Free CEU's also available. Alliance Healthcare Information is an equal opportunity employer. 


We are part of United Drug PLC.To learn more about us, please visit our website: www.ashfieldhealthcare.com 

 

Located in Dublin, Ireland, United Drug is a diversified, global healthcare services company with interests in contract sales and marketing services, drug wholesaling, medical equipment, packaging and specialist healthcare delivery.

 

The US Sales, Marketing & Medical division of United Drug is comprised of four companies: Ashfield Healthcare, InforMed Direct, and Universal WorldEvents. In total, United Drug employs approximately 1,000 employees across the United States.

 

General Job Objectives:

 


Supervise inbound and outbound call activity for Ashfield projects ensuring client requirements are met/exceeded. Supervise team of Healthcare Communicators and Licensed Healthcare Communicators and assist with training. Answer inbound and make outbound calls. Responsible for providing all call activity reports to the Vice President, Medical Call Center; Vice President, Commercial Call Center and Fulfillment Operations; Director, Call Center Operations and/or Manager, Call Center Operations. Maintain workflow throughout the Call Center. Intercede with Supervisor request calls, and monitor Call Center equipment.

Description:

 


Provide day-to-day supervision of the medical information specialists/customer service representatives. In coordination with the Vice President, Medical Call Center; Vice President, Commercial Call Center and Fulfillment Operations; Director, Call Center Operations and/or Manager, Call Center Operations, implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated staff members: conduct new hire interviewing and training and new program training; monitor and record absenteeism; conduct disciplinary actions, including terminations; monitor staffing levels.

Working under the direction of the Vice President, Medical Call Center; Vice President, Commercial Call Center and Fulfillment Operations; Director, Call Center Operations and/or Manager, Call Center Operations, responsible for maintaining monthly call service levels as required by the client.

Monitor inbound/outbound customer service calls to ensure script adherence, call integrity, adverse events compliance, HIPAA compliance and proper phone technique.

Answer inbound and make outbound calls based on call volumes.

In the event of staff shortages, develop a contingency plan to maintain adequate coverage levels. This will include serving as backup when needed.

Provide daily, weekly and monthly ACD activity reports to Vice President, Medical Call Center; Vice President, Commercial Call Center and Fulfillment Operations; Director, Call Center Operations and/or Manager, Call Center Operations. Review reports for accuracy.

Provide ACD call volume reports and productivity reports to Client Services when needed.

Oversee the checking of all project voice mailboxes twice daily at a minimum, the recording of message information and the distribution of callback information.

As needed, assist the Vice President, Medical Call Center; Vice President, Commercial Call Center and Fulfillment Operations; Director, Call Center Operations and/or Manager, Call Center Operations with the implementation of program modifications and the scheduling of special call programs.

Assist Client Services in the development and implementation of new client programs.

Assist in the development of quality improvement programs as a means to increase productivity and improve service levels.

Develop Call Center policies and procedures.

Provide recommendations to programming staff concerning the development of new projects.

Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

 

Equal Employment Opportunity:

 

Ashfield Healthcare, LLC is committed to Equal Employment Opportunity. It is the policy of the Company to encourage and support equal employment opportunity for all associates and applicants without regard to sex, race, age, color, ancestry, religious creed, national origin, pregnancy, physical or mental disability, medical condition, marital status, political affiliation, sexual orientation, individual genetic information, disabled veteran, Vietnam Era Veteran Status, or any other characteristic protected by law.
 

Americans with Disabilities Act:

 

Applicants as well as employees who are, or become, disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.
 

Job Responsibilities:

 

The above statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job. This document should not be considered a fully detailed description of all the work requirements of the position. Ashfield Healthcare, LLC may change the specific job duties with or without prior notice based on the needs of the organization.

Job Requirements

  • BA/BS or actively pursuing
  • 2-5+ yrs. supervisory or management experience required--call center management experience 
  • General understanding of telephony supervisor software packages; knowledge of Avaya CMS and CMS Supervisor software preferred
  • Adept at all applicable computer software, i.e., Word, Excel, Outlook, and ACD Systems
  • Outstanding customer service, communication, and interpersonal skills
  • Must possess the ability to train and motivate staff members

 

To learn more about our company, check out our web site at http://www.alliancehealthinfo.com/

Thank you,

Ashfield Healthcare

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Ashfield Healthcare is not accepting unsolicited assistance from search firms for this employment posting. Please, no phone calls or emails. All resumes submitted by search firms to any employee via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ashfield Healthcare Information Inc. No fee will be paid in the event the candidate is hired as a result of the referral or through other means. Resumes without salary requirements will not be considered. EOE/M/F/D/V

Job Snapshot

Employment Type Full-Time
Job Type Management, Pharmaceutical, Telecommunications
Education 4 Year Degree
Experience At least 2 year(s)
Manages Others Yes
Relocation No
Industry Telecommunications, Pharmaceutical, Healthcare - Health Services
Required Travel Not Specified
Job ID AHI-CC Sup
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Call Center Supervisor


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