Call Center Supervisor remote Job at North Memorial Healthcare
Requisition Number: 502458
About North Memorial Health
At North Memorial Health, you're part of an inclusive health family that is rooted in our values of relationships, inventiveness, and accountability. Empathy and care are at the heart of North's culture which is designed to actively support each team member's wellbeing and growth. Our strength lies in our diversity, and we embrace the unique contributions and experiences of each person. Together, we empower customers to achieve their best health.
About this position
You must live in Minnesota or Wisconsin to be considered for this position or be willing to relocate. This position is a remote position working at home. Must come onsite at our headquarters in Robbinsdale, Minnesota as needed. You must have high speed internet at home to work remotely.
Oversees a team of Customer Service Representatives in a hybrid/remote call center environment. The CSR Supervisor provides hands-on supervision to inspire the highest level of service, and maintains skills to provide back-up to the team members. The CSR Supervisor coordinates staffing schedules and acts as a resource, educational support, communication liaison, and role model.
What we’ll expect from you
- Provides training, mentoring and strengths based coaching to direct reports
- Tracks mandatory education, completes performance evaluations, and approves timecards.
- Maintains knowledgeable, service-oriented, committed team members through effective role development and training.
- Ensures that all team members comply with call metrics
- Ensures consistent, accurate communication to all team members regarding day-to-day operations
- Maintain a procedure-based program that functions consistently with all team members.
- Works closely with manager to integrate programs and create a seamless unmatched service for customers
- Backs-up call center as needed, including escalated calls, monitoring call metrics, and call center queues.
- Assists with development and coordination of department projects, as directed.
- Regular interactions, monitoring of calls and 1:1s with direct reports to maintain high performance.
- Assists in development, implementation, and review of policies and standard operating procedures, updating as needed.
- Ability to balance, prioritize work in a rapidly changing environment
- Demonstrates effective written and oral communication
- Achieves key customer care, financial and/or operational outcomes as found in annual work plan.
- Leverages and adheres to systems and processes that drive accountability for customer care, financial and operational outcomes.
- Works effectively with team colleagues and other key partners to execute divisional and/or departmental initiatives and day-to-day operations.
- Effectively communicates with teammates and key partners.
- Develops talent within the team, including acquiring, engaging and retaining.
- Staffs, organizes and schedules the team to leverage maximum labor productivity.
- Understands, tracks and focuses the team on metrics that measure key business outcomes.
- Choose the applicable statement for the job description.
(Business Support Supv/Mgr): Translates business support vision and strategies to team level and engages and empowers team members to meet customer’s needs in innovative ways.
Competencies
Thought Leadership (Analysis, Strategic Thinking, Financial Acumen)
- Exhibit Inventiveness
- Analyze Issues and Creatively Solve Problems
- Understand Strategies
- Seek Customer Satisfaction
- See Challenges as Opportunities
- Support Team Members to anticipate customer’s needs
- Encourage Team Member Engagement
- Set performance expectations and drive personal accountability
- Build Relationships
- Embrace Change
- Create environment for team members to provide the best customer service
- Accept Accountability
- Recognizes and complies with legal regulatory, accrediting and procedural requirements related to area of responsibility.
- Understands and follows principles and standards as outlined in North Memorial’s Corporate Code of Conduct.
- Protects customer and team member privacy and only accesses customer and/or team member related information as needed to perform job duties.
- Reports violations or areas of concern to supervisor or Corporate Compliance Officer via established methods of communication.
Interested? Here are our requirements
Education
- Bachelors degree preferred.
- High School diploma or GED required.
Experience, Knowledge, Skills, Abilities
- One to two years of health care call center experience required.
- Demonstrated supervisor/leadership experience required. Experience managing remote teams is helpful.
- Must have experience with project management, patient scheduling and registration, metrics and insurance.
- Must be skilled in healthcare software applications and virtual conferencing systems.
- Strong interpersonal and communication skills.
Hours per two week pay period: 80
Shift: Day/Evening/Night Variable
Weekend Requirement: Weekends by Department Rotation
Work Group: Non Contract
Call Requirement: Occasional Call
Remote or On-site: Hybrid On-site
FLSA Status: Exempt
Benefits: Yes
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