Call Center Supervisor at Fair Haven Community Health Care in new haven, CT

Job description

• Job purpose
• The Call Center Supervisor is responsible for the daily supervision and operational oversight of a remote team of Call Center Representatives. This position ensures timely patient access, exceptional customer service, and achievement of departmental performance goals through workforce management, real-time operational oversight, quality monitoring, employee coaching, and continuous process improvement. Working in partnership with the Call Center Manager and operational leadership, the Supervisor promotes operational excellence, regulatory compliance, and a high-quality patient experience.

Responsibilities

• The Call Center Supervisor works closely with patients, providers, and operational leadership while overseeing daily call center operations. Typical duties include, but are not limited to:
• Supervise, coach, mentor, and develop assigned Call Center Representatives.
• Conduct performance evaluations, one-on-one meetings, competency assessments, and ongoing staff development.
• Monitor attendance, schedule adherence, productivity, and employee engagement.
• Monitor inbound call queues, service levels, wait times, abandonment rates, and staffing throughout the day.
• Coordinate staffing adjustments, breaks, and lunches to maintain service levels.
• Serve as the primary escalation resource for workflow, scheduling, and patient concerns.
• Conduct routine call quality reviews, documentation audits, and workflow compliance monitoring.
• Ensure compliance with organizational policies, HIPAA, and patient confidentiality standards.
• Analyze operational and productivity metrics to identify trends and opportunities for improvement.
• Prepare and communicate operational performance reports to leadership.
• Participate in recruitment, onboarding, orientation, training, and cross-training of staff.
• Collaborate with the Patient Access leadersip to implement workflow improvements, operational initiatives, and departmental goals.
• Provides frontline support by answering inbound calls, completing outbound outreach, assisting with appointment recapture, and supporting representatives during periods of high call volume.

Requirements

• The Call Center Supervisor serves as a leader within the Call Center Department and must demonstrate strong leadership, communication, customer service, and problem-solving skills. The successful candidate will possess:
• High School Diploma or GED required; Associate's degree preferred.
• Minimum of five (5) years of experience in a high-volume healthcare call center or patient access environment and a minimum of two (2) years of supervisory or leadership experience is required.
• Experience with electronic health record systems is also required, use of Epic preferred.
• Experience leading remote or hybrid teams is preferred.
• Strong leadership, coaching, conflict resolution, and interpersonal skills.
• Excellent analytical, organizational, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment while meeting established performance goals.
• Bilingual (English/Spanish) a must.

Skills

Required

• Bilingual (English/Spanish) a must.

Benefits

• Major medical, dental and vision
• Voluntary benefits (AFLAC plan, STD, LTD & Life Insurance)
• Paid Holidays
• Generous Paid Time Off (PTO)
• Tuition reimbursement
• And much more…