Specialty Access Center Supervisor - 1.0 FTE (Remote) Job at University of Minnesota Physicians
University of Minnesota Physicians (M Physicians) is a non-profit organization seeking driven individuals in both clinical and non-clinical areas to help transform health and medicine. Headquartered in Minneapolis, our organization employs more than 1,200 physicians, 300 advanced practice providers and 2,200 health professionals and staff throughout Minnesota and beyond.
Join us on a mission to advance medicine.
Why M Physicians?
Regardless of the role, we recognize that every member of our team is vital! The Call Center Supervisor is responsible for supervising the scheduling staff and associated support staff team(s) activities in the Call Center, including hiring, training and maintaining staff schedules. This role collaborates with clinic management to assure that patients are scheduled accurately. The Call Center Supervisor will also contribute to the creation and adoption of sound performance metrics and performance improvements.
Call Center Supervisor Overview
Key responsibilities include but are not limited to:
- Works closely with telecommunication department to understand system capabilities and to manage issues
- Sets up, monitors and reports daily, weekly and monthly ACD stats for individuals and the department
- Employs call pattern data to schedule staff and forecast needs
- Maintains telecommunications equipment inventory and trouble shoots equipment problems
- Develops, updates and maintains training resources and program
- Coordinates and conducts all new hire training of internal and external staff and identifies ongoing training needs
- Ensures compliance with human resource policies and procedures and meets all regulatory requirements
- Sets appropriate priorities among competing demands
- Understands and demonstrates the importance of customer service
- Continuously builds customer understanding by monitoring patient satisfaction performance
- Demonstrates ability to deliver care or service adjusting approaches to reflect developmental level of population served (as applicable)
Minimum Qualifications:
- Post high school course work and extensive call center training. Preferred Associate degree in communication, marketing, business, related area or equivalent work experience.
- 1 - 2 years M Physicians Call Center Experience, with additional 1-2 years previous call center experience, or 3-4+ years' of Call Center experience outside the organization.
- Proven ability to step in to help when direct reports need assistance.
- Ability to learn new computer systems and workflow processes.
- Proficient with MS Office. Preceptor training skills.
Preferred Qualifications:
- Bachelor’s Degree in communications, marketing, business or related area.
- 2+ years or more supervising in a Healthcare setting and 2+ years as a senior or lead patient intake representative in an academic healthcare call center.
Location: Position will be remote at this time (MN residents only).
Hours: Patient Access Center is open from 7:00 am – 5:00 pm (Monday – Friday)
M Physicians offers competitive salary and excellent benefits and provides you with the opportunity to enhance your career in the exciting field of health care through rewarding and challenging assignments and the opportunities for advancement.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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