Supervisor, Contact Center


HMH HOSPITALS CORPORATION Neptune Requisition # 2022-116239 ShiftDay StatusFull Time with Benefits Weekend WorkOne Weekend a Month HolidaysNo Holidays Required On CallNo On-Call Required Shift HoursVaries Address2020 6th Avenue, Neptune,

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Overview

How have you impacted someone's life today? At Hackensack Meridian Health our teams are focused on changing the lives of our patients by providing the highest level of care each and every day. From our hospitals, rehab centers and occupational health teams to our long-term care centers and at-home care capabilities, our complete spectrum of services will allow you to apply your skills in multiple settings while building your career, all within New Jersey's premier healthcare system.

The Supervisor, Contact Center will be responsible for the daily supervision and coordination of the Patient Access Center, a fast-paced centralized contact center environment, interacting with patients, families and clinical staff to schedule appointments, register patients and handle other medical requests. Supervises and coordinates all processes and activities in the Patient Access Center ensuring all policies and procedures are followed and is responsible for the performance of approximately 12-20 team members to meet/exceed key performance metrics for both quality and production. The supervisor will work towards effectively managing resources, schedules, staff coaching and development, and report preparation.

This position will require a hybrid schedule with both on-site work at our Neptune, NJ location and off-site remote work. Coverage and schedules will be created between 7:30 am-7:00 pm Monday through Friday, as well as Saturdays from 8:30 am-12:00 pm (on a rotating basis as needed).

Some on-site training will be required for the first few weeks of employment.

Responsibilities

A day in the life of a Supervisor, Contact Center at Hackensack Meridian Health includes:

  • Supervises and coordinates all processes and activities in the Call Center ensuring all policies and procedures are followed. Responsible for the performance of a team of approximately 12-20 agents to meet/exceed key performance metrics for both quality and production.
  • Assists in the development of team and individual goals and delivers performance feedback.
  • Has ongoing visibility (onsite and/or remote) within the Patient Access Center, assisting and coaching team members to provide timely and accurate service to patients and internal customers.
  • Responsible for ensuring that the work environment is professional and conducive to providing opportunities for growth and development. Provides formal and informal feedback to staff members on a regular basis to reinforce positive behaviors, hold each member accountable for their work and develop their skills. 5.Ensures appropriate staffing relative to the volume of work. Position is also responsible for ensuring the call center agents are in adherence to their shift schedules.
  • Collaborates with Workforce Management to optimize staff schedules to achieve all departmental KPIs.
  • Follows the defined Quality Assurance program to ensure all representatives are scheduled for self-monitoring time offline and subsequent coaching sessions to close identified gaps and reinforce positive behaviors and skills identified through the monitoring process.
  • Holds regularly scheduled staff meetings to provide a forum for open communication and problem resolution and to ensure that goals are being met and policies and procedures are followed.
  • Participates in staff training, interviewing, hiring, and evaluation.
  • Identify opportunities for improvement in call center processes, tools, or operations and work with Call Center Director to implement.
  • Ensures the call center is compliant with all HIPAA regulations.
  • Responsible for payroll and PTO approval.
  • Creates a work environment that is positive and enjoyable for the team members.
  • Performs other job-related duties as required.
  • Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

Education, Knowledge, Skills and Abilities Required:

  • Associate degree or a minimum of 2 years of previous supervisory experience in a high volume, fast-paced, in-bound call center or customer-facing environment providing customer, member, or patient services.
  • Excellent verbal and written and interpersonal skills to clearly and effectively communicate with physicians, patients, staff and stakeholders.
  • Direct supervision of a minimum ten (10) employees, included hiring decisions, developmental plans and progressive discipline.
  • Experience interpreting, communicating and enforcing policies and procedures.
  • Strong customer service skills and ability to work both independently and as part of a team.

Education, Knowledge, Skills and Abilities Preferred:

  • Bachelors Degree.
  • Previous experience using EPIC system.
  • Proficiency in call center telephone systems.
  • Knowledge of medical terminology, hospital systems, and insurance processes
  • Bilingual-Spanish.
  • Healthcare experience as a Medical assistant or assisting patients in any capacity.
  • Proficiency with PeopleSoft systems. 

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

Our Network

Hackensack Meridian Health (HMH) is a Mandatory COVID-19 and Influenza Vaccination Facility

As a courtesy to assist you in your job search, we would like to send your resume to other areas of our Hackensack Meridian Health network who may have current openings that fit your skills and experience.