Supervisor - Communication Center Job at Rochester Regional Health in Rochester

Supervisor - Communication Center Location: Riedman Campus, Rochester, NY 14617 Department: Communications Center Hours per week: 40 Schedule: Monday – Friday, 8:00 am – 4:30 pm (Hybrid) Pay Range: $20.00 – $27.00 per hour Summary: The Supervisor of the Communication Center coordinates and supervises the day‑to‑day operations of a clerical/administrative team while performing duties of those supervised. Responsibilities include directing, training, monitoring, mentoring, and appraising staff work. The role tracks ongoing team performance to ensure department metrics and overall departmental goals are achieved and collaborates with peers, Manager, and Directors in department planning and budgetary processes. Responsibilities Supports the Department Manager in achieving operational goals by supervising daily activities, coordinating staffing and call workflows, and ensuring seamless execution of department priorities and contact center best practices. Monitors employee performance, provides real‑time feedback and coaching, participates in performance reviews, and recommends HR actions to maintain high productivity and service quality. Oversees onboarding and training for new hires, mentors team members, and supports professional growth through education, coaching, and development initiatives aligned with organizational standards. Collaborates with leadership to enhance efficiency, reduce costs, and implement workflow improvements that optimize customer experience across all touchpoints. Tracks department performance metrics, manages service levels (e.g., call hold times), and ensures strict adherence to company policies and HIPAA regulations to protect patient confidentiality. Required Qualifications 2 years’ experience in Customer Service/Contact Center Preferred Qualifications High School diploma Minimum of 1 year supervisory/coordinator experience Physical Requirements Sedentary work – occasional walking or standing; may exert up to 10 pounds of force. EEO Statement Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law. #J-18808-Ljbffr