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Call Center Supervisor

Company: Operation Samahan Health Clinic
Location: National City
Posted on: May 14, 2022

Job Description:

Job DescriptionJob titleCall Center SupervisorReports toDirector of OperationsDepartment: AdministrationStatus:Full-time Non-Exempt Operation Samahan MissionBuilding Healthier and Happier Communities Together Operation Samahan Inc. (OSI) is a federally qualified community health center that emerged over forty years ago. The agency serves low-income families and individuals in the County of San Diego in two (2) strategic areas with a high density population of Filipinos/Asian and other low-income, uninsured individuals — National City (Southern San Diego County) and Mira Mesa (North Central San Diego). JOB PURPOSE Under the supervision of the Executive Director, responsible for assisting and ensuring all forms of communications internally and externally are successful to include, but not limited to: telephone access, electronic access via patient portal, email and web. Responsibilities include managing call center operations and various electronic forms of patient electronic access. Also responsible for integrating program services with call center policies and procedures. Serves as liaison between call center and administrative staff and clinical staff. ESSENTIAL DUTIES AND RESPONSIBILITIES Supervisory Duties and Responsibilities:

  • Manage a team of Telephone Operators
  • Manage by walking around. Be visible to answer questions.
  • Take escalated calls that Operators are unable to address and be available when an Operator appears to need assistance.
  • Monitor queue and track inbound calls. Keep Operators aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage Operators through positive communication and feedback.
  • Meet at least once each week with team. At a minimum, review the following topics:
  • Review the past week's events, including statistics, results and industry news.
  • Disseminate new patient programs and services information to the Operators.
  • Introduce new staff members.
  • Communicate company information.
  • Answer questions and comments.
  • Provide Operators with a glimpse of future weeks.
  • Perform monitoring evaluation with each Operator
  • Create and use a formal monitoring checklist.
  • At the conclusion, copy the checklist and put it in the Operator's file.
  • Give the original checklist to the Operator.
  • Keep track of attendance, daily statistics, paid time off, sick time, etc.
  • Ensure timecards are accurate.
  • Create and maintain files on each Operator as they relate to attendance, production, and reviews.
  • Present to the Executive Director at the conclusion of each month a breakdown of the month's monitoring checklists and a written performance summary of the team.
  • Present to the Executive Director at the end of month a breakdown of the next month's monitoring assignments and a plan for the team.
  • Create a forecast describing the things each Operator will be focused upon.
  • Create a detailed plan of the way in which you plan to impact your team's day-by-day performance.
  • Recruit new staff and schedule existing staff to meet service level objectives.
  • Interview and hire staff. Assess needs/plan ahead.
  • Develop schedules with Operators each month to ensure call center objectives are covered.
  • Schedule residual training, departmental meetings, programs and services training, and ECW training.
  • Spend time per month working the call center telephones.
  • Administer training programs for new hires and existing staff.
  • Work with management on refining and scheduling appropriate training sessions.
  • Develop training documents that support call center operations.
  • Create residual training pieces to foster growth.
  • Develop contests, awards and themes that increase Operators' loyalty and focus.
  • Produce a monthly dashboard outlining team's performance and growth. Produce a monthly report with the dashboard that includes:
  • Monthly team performance.
  • Individual performance of core, focus and new staff.
  • Team and Individual analysis.
  • Supervisor challenges.
  • Supervisor successes.
  • Notable team and department information.
  • Establish monthly meetings with other departments to review call center operations.
  • Meet with human resources to review staffing levels and employee issues.
  • Meet with peer staff to coordinate new hire, residual, programs and services and ECW training.
  • Meet with IT to review computer hardware, software, and ECW issues.
  • Meet with clinics to review upcoming events and call center /outside participation.
  • Produce performance reviews as established by HR. Technical duties:
    • Support the Operation Samahan Patient Portal as a source of information to be communicated to patients.
    • Knowledge of Meaningful Use and PCMH initiatives in addition to future initiatives.
    • Ensure regular and proactive communication with Project Teams (Teams which handle testing and patient registration for Patient Portal).
    • Facilitating cross-functional and cross-regional communication between Operation Samahan key leadership and staff to ensure successful launch and maintenance of Patient Portal.
    • Technical familiarity with phone system Digium Switchvox in order to troubleshoot phone issues and ensuring that patients have access via phone.
    • Work with Web Developer and/or IT teams to ensure that Patient Portal is functional and monitored. Risk Management duties:
      • Handle patient complaint calls and documents those and report to Executive Director
      • Ensures that high risk complaints are immediately referred to Risk Management Committee. Management:
        • Recommend or make decision to hire, transfer, and suspend layoff, recall, promote, discharge, assign, reward or discipline.
        • Promote results supporting equal employment opportunity and affirmative action.
        • Assess training needs and promote developmental activities.
        • Conduct department meetings to promote communication, assess and resolve needs and foster teamwork.
        • Evaluate staff performance against job description criteria and competency assessment and provide guidance and coaching to develop an individual as well as a unit to highest potential.
        • Keep staff informed of organizational activities and promote mission and goals. Quality Management:
          • Contribute to the success of the organization by participating in quality improvement activities. Customer Relations:
            • Maintain professional working relationships with all levels of staff, clients and the public.
            • Be a team player and cooperate in accomplishing department goals and objectives. Safety:
              • Maintain current knowledge of policies and procedures as they relate to safe work practices.
              • Follow all safety procedures and report unsafe conditions.
              • Know location of nearest fire extinguisher and emergency exits. HIPAA/Compliance:
                • Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes.
                • Comply with all regulations regarding corporate integrity and security obligations. Report unethical, fraudulent, or unlawful behavior or activity. QUALIFICATIONSKnowledge, Skills and Abilities required:
                  • Ability to manage a team and lead by example.
                  • Ability to communicate empathy to and respect for patients and staff to assist them in all areas.
                  • Persistence and maintain strict confidentiality.
                  • Ability to prioritize and manage time and risk.
                  • Ability to document clearly and appropriately.
                  • Knowledge of organization's programs and services.
                  • Demonstrated ability to work effectively in a team environment and with all areas of the clinic.
                  • Demonstrated problem solving skills in a complex environment.
                  • Demonstrated effective interpersonal relationship and customer service skills and ability to deal with the public efficiently, courteously, politely, and effectively.
                  • Good organizational and time management skills.
                  • Good working knowledge of ECW and ability to use this knowledge and information expeditiously and to train others.
                  • Desire to work with the Asian and Latino community and carry out the mission of the Center.
                  • Ability to work effectively with people from diverse cultures and diverse socioeconomic situations.
                  • Ability to handle conflict appropriately and constructively and the ability to practice flexibility and adaptability in the work place.
                  • Basic level of skill with Microsoft Word, Excel and ability to use other computer programs and applications (eCW, I2I, etc.) in ways that facilitate panel management.
                  • Read and write, verbal and written communication, time management, and interpersonal skills.
                  • Prioritize, meet deadlines, and use sound judgment Education and Experience:
                    • Prior experience working in a Community Health Center preferred.
                    • Two years prior experience working with underserved populations preferred.
                    • Communication skills, spoken and written, equivalent to 2 years of college education.
                    • Able to rely on instructions and pre-established guidelines to perform the functions of the job.
                    • Familiarity and training with the Sliding Fee Scale Program.
                    • Familiarity with Insurance Plans accepted by Operation Samahan.
                    • Bilingual English and Tagalog or Spanish preferred.
                    • Strong communication skills and excellent organizational and prioritization skills.
                    • Working knowledge of community health and support service. Annual Requirements, Licensure, and Certifications:
                      • Have reliable transportation; clean driving record, and car insurance as required by the state. PHYSICAL DEMANDS
                        • Move throughout the clinic and community.
                        • Repetitive hand movement, use and view PC. Use fax, telephone, and copier.
                        • Sits or stand for long period of time, reach, bend, climb, stoop, and lift up to 25lb. WORKING RELATIONSHIPS Reports to: Executive DirectorFLSA Status: Non-Exempt

Keywords: Operation Samahan Health Clinic, National City , Call Center Supervisor, Other , National City, California

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