Call Center Supervisor

Call Center Supervisor

Rural Health Group, a multi-location Community Health Center in northeastern North Carolina, is seeking a professional individual to fill the full-time role of Call Center Supervisor. This position is located in Roanoke Rapids and is responsible for the overall management of the call center and staff.

Excellent verbal and written communication skills, organizational skills, and the ability to handle multiple tasks are requirements of this position.

Core Competencies:

Successful candidate must demonstrate the Rural Health Group Core Competencies, which include:

• Good Judgment
• Communication/Customer Service/Teamwork
• Passion
• Honesty
• Responsibility
• Job-Specific Skill Set

Responsibilities:

• Manages and oversees a team of call center agents.
• Motivates and supports agents through feedback and communication.
• Measures KPI's like inbound calls, call waiting, and call abandonment.
• Improves quality of results by recommending changes.
• Provides product/service information by answering questions and offering assistance.
• Keep track of employee attendance, and make sure work procedures are complied with.
• Assist in hiring and onboarding new employees.
• Prepares monthly and annual performance reports.
• Creates targets and goals for improvement.
• Collects, enters and updates patient demographic information into the EMR system. Documentation is to be concise, thorough, and accurate.
• Refers patients to the nursing staff for triage and medical advice.
• Responds to urgent/emergent calls and refer to nursing staff until resolution.
• Communicate with patients about requirements for next visit such as paying outstanding balances.
• Explain clinic regulations such as hours, payment of accounts and schedule of charges.
• Reduce barriers by improving linkages to services.
• Participates in internal and external educational opportunities relevant to the call center or customer service environment. Attends or reviews 100% of team meetings annually.
• Supports organizational changes.
• Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances.
• Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).
• Other duties and special projects that are assigned.

Requirements:

• Experience in call center management required.
• Experience in outpatient medical office setting preferred.
• Experience with electronic health record preferred.
• High school diploma or GED.
• Ability to multi-task and work efficiently in a potentially stressful environment
• Ability to apply common sense understanding when carrying out detailed written or oral instructions
• Ability to establish and maintain positive, effective, professional relationships with patients, providers, coworkers, and superiors
• Excellent verbal and written communication skills
• Able to maintain patient respect and dignity while displaying maturity, empathy, ethics, and professionalism
• Able to work independently; excellent teamwork skills
• Possess knowledge of modern office equipment and basic computer skills; must be able to quickly learn to use eClinicalWorks electronic health record system
• Physical Demands: Must be able to sit for long periods of time
• Bilingual (English/Spanish) is highly preferred, but not required; applicants who may serve in a translating capacity will be required to take a language assessment

EOE. Federal and State Criminal Background Checks and Drug Screen required for all positions. Influenza vaccine is also a condition of employment.

E-Verify Notice: After accepting employment new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States.