Supervisor- Communication Center Job at Rochester Regional Health in Rochester
Rochester Regional Health, Rochester, NY, United States
Summary
The Supervisor of the Communication Center coordinates and supervises the day-to-day operations of a clerical/administrative unit or team, while also performing many duties of the supervised staff. Responsibilities include directing, training, monitoring, mentoring and appraising staff work; tracking team performance to meet department metrics and goals; and collaborating with peers, managers, and directors on planning, budgetary processes, and operational decisions that support the health system's mission and drive a high-performing team.
Status
Full-Time
Location
SLH 201 Market St. - Suite E, Potsdam, NY 13676, United States of America
Department
Central Scheduling
Schedule
Monday—Friday variable (7:30-4, 8-4:30, 8:30-5)
Responsibilities
Supports the Department Manager to ensure all operational goals are achieved; supervises and coordinates employee activities to handle daily workload; coordinates weekly call list and incoming call rotation; provides documentation on workflow and headcount; and implements strategic, financial, and clinical priorities to improve access to care, scheduling, registration, referral management, outreach, and customer service delivery.
Leadership & Support
Collaborates with the Senior Director and management to implement effective contact center management practices to increase revenue, reduce costs, and improve service quality. Provides real-time feedback and coaching to each team member, participates in performance reviews, and recommends HR actions and pay decisions for direct reports.
Training & Improvement
Responsible for onboarding and training of all new hires; collaborates with the Department Manager on hiring, transfers, promotions, performance disciplines, and terminations per existing procedures; investigates service and patient complaints; establishes policies and procedures to ensure a seamless customer experience across all touchpoints; and supports staff professional development and training in accordance with organizational standards.
Performance & Metrics
Maintains awareness of call hold times, modifies workflow to minimize delays, recognizes department personnel, adheres to company policies and HIPAA to safeguard patient information, monitors overall performance, conducts annual evaluations, and reports employee issues or critical situations to management.
Minimum Qualifications
2 years experience in Customer Service/Contact Center
Attributes
High School diploma preferred
Minimum of 1 year supervisory/coordinator experience preferred
Physical Requirements
Sedentary work with occasional exertion up to 10 pounds; may involve brief walking or standing. Jobs are considered sedentary if walking and standing are required only occasionally and all other criteria are met.
Pay Range
$20.00 - $27.00
City
Potsdam
Postal Code
13676
Equal Opportunity Employer 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.
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The Supervisor of the Communication Center coordinates and supervises the day-to-day operations of a clerical/administrative unit or team, while also performing many duties of the supervised staff. Responsibilities include directing, training, monitoring, mentoring and appraising staff work; tracking team performance to meet department metrics and goals; and collaborating with peers, managers, and directors on planning, budgetary processes, and operational decisions that support the health system's mission and drive a high-performing team.
Status
Full-Time
Location
SLH 201 Market St. - Suite E, Potsdam, NY 13676, United States of America
Department
Central Scheduling
Schedule
Monday—Friday variable (7:30-4, 8-4:30, 8:30-5)
Responsibilities
Supports the Department Manager to ensure all operational goals are achieved; supervises and coordinates employee activities to handle daily workload; coordinates weekly call list and incoming call rotation; provides documentation on workflow and headcount; and implements strategic, financial, and clinical priorities to improve access to care, scheduling, registration, referral management, outreach, and customer service delivery.
Leadership & Support
Collaborates with the Senior Director and management to implement effective contact center management practices to increase revenue, reduce costs, and improve service quality. Provides real-time feedback and coaching to each team member, participates in performance reviews, and recommends HR actions and pay decisions for direct reports.
Training & Improvement
Responsible for onboarding and training of all new hires; collaborates with the Department Manager on hiring, transfers, promotions, performance disciplines, and terminations per existing procedures; investigates service and patient complaints; establishes policies and procedures to ensure a seamless customer experience across all touchpoints; and supports staff professional development and training in accordance with organizational standards.
Performance & Metrics
Maintains awareness of call hold times, modifies workflow to minimize delays, recognizes department personnel, adheres to company policies and HIPAA to safeguard patient information, monitors overall performance, conducts annual evaluations, and reports employee issues or critical situations to management.
Minimum Qualifications
2 years experience in Customer Service/Contact Center
Attributes
High School diploma preferred
Minimum of 1 year supervisory/coordinator experience preferred
Physical Requirements
Sedentary work with occasional exertion up to 10 pounds; may involve brief walking or standing. Jobs are considered sedentary if walking and standing are required only occasionally and all other criteria are met.
Pay Range
$20.00 - $27.00
City
Potsdam
Postal Code
13676
Equal Opportunity Employer 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.
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