Call Center Supervisor

JOB STATEMENT

The Call Center Manager oversees daily call center operations, ensuring patients receive professional and efficient service. Responsibilities include leading a team of agents, optimizing workflows, monitoring call metrics, and reporting to leadership. 

JOB FUNCTIONS

• Supervise and support team of call center agents handling patient inquiries, appointment scheduling, and insurance verification.
• Monitor inbound an outbound calls for quality assurance, HIPAA compliance, and service standards.
• Monitor call center metrics and performance indicators, analyzing data to identify trends and areas for improvement.
• Schedule shifts and manage workforce planning to ensure adequate coverage during peak hours.
• Implement and enforce LBU-specific policies and procedures.
• Provide coaching, feedback, and training to agents to improve service delivery and patient communication.

MINIMUM QUALIFICATIONS

• Education:
  • Minimum High School Diploma or equivalent.
  • Associate’s degree in business administration, Healthcare, or related field is a plus .

• Knowledge:
  • Basic Customer Service Principles and Practices
  • Strong understanding of medical terminology, healthcare services, and insurance processes.
  • Basic office principles
  • Proficiency in call center software, Electronic Health Record (EHR), and customer relationship management (CRM) systems is a plus
• Skills:
  • Basic Computer Literacy
  • Excellent communication, interpersonal, and customer service skills
  • Detail oriented
  • Data Entry
  • Proficient with Microsoft Office (Word, Excel)
  • Fluent in English, Spanish is a plus.
  • Ability to work in a fast-paced environment and handle multiple priorities effectively.
• Abilities:
  • Must be able to speak, read, write, and comprehend the English language.
  • Ability to sit for majority of the shift.
  • Must be able to bend or stoop.
  • Must be able to lift 20 lbs. unassisted.
  • Must have good vision (e.g, near acuity and depth perception)
• Other:
  • Must be able to periodically work on Saturdays.
  • This position is On-Site, and it might require some local travel between different clinic locations.
  • Must be able to maintain required immunizations as required by the organization.