Supervisor, Contact Center (Anesthesia)

Accountabilities:

• • Supervise the day-to-day operations of the contact center, ensuring effective workflows, service quality, and adherence to established standards.
  • Lead, coach, and support contact center employees, including conducting performance evaluations, coordinating work assignments, and making employment or disciplinary recommendations as appropriate.
  • Track, maintain, and monitor employee performance metrics to identify trends, opportunities, and areas requiring additional support.
  • Resolve escalated patient and customer service issues professionally and efficiently, ensuring appropriate follow-up and resolution.
  • Monitor contact center trends and identify opportunities for process enhancements, innovative solutions, and continuous improvement.
  • Promote a strong customer service culture focused on positive experiences for patients and healthcare providers.
  • Ensure team members follow applicable quality standards, operational procedures, and organizational policies.
  • Support the accurate and appropriate handling of patient health information and medical records.
  • Collaborate with colleagues and other departments to address operational challenges and improve service delivery.
  • Participate in special projects and perform additional responsibilities as assigned.

  Requirements:

  • High school diploma or GED required; a bachelor’s degree in business, benefits, healthcare administration, or a related field is preferred.
  • Previous experience handling patient health information and/or medical records is preferred, with approximately 5 years of relevant experience considered an advantage.
  • At least 6 months of supervisory or management experience is preferred.
  • Knowledge of medical terminology, anatomy and physiology, and the legal and regulatory considerations surrounding health information.
  • Familiarity with electronic medical record (EMR) systems.
  • Strong supervisory and people-management capabilities, including coaching, performance management, and conflict resolution.
  • Excellent customer service skills with strong oral, written, and interpersonal communication abilities.
  • Proficiency with word processing, spreadsheet, database, and presentation software.
  • Strong time-management, organizational, mathematical, and critical-thinking skills.
  • Ability to handle and resolve escalated calls, correspondence, and customer concerns with professionalism and sound judgment.
  • Ability to understand, analyze, interpret, and clearly explain complex documents and information.
  • Ability to work effectively in a collaborative, fast-paced team environment.
  • Strong attention to quality standards, procedures, and operational guidelines.
  • Ability to understand and apply applicable state and federal laws, regulations, and policies.
  • Flexibility and adaptability when responding to changing priorities and operational needs.
  • Ability to communicate effectively with individuals with diverse personalities and backgrounds in a tactful, mature, and professional manner.
  • Strong commitment to patient-focused service, confidentiality, accuracy, and operational excellence.

  Benefits:

  • Competitive base compensation determined according to geographic location, skills, experience, qualifications, and other job-related factors.
  • Eligibility for a discretionary performance-based incentive bonus in accordance with applicable policies.
  • Rewards and recognition programs designed to acknowledge strong performance and contributions.
  • Employee referral bonus opportunities.
  • Opportunity to lead and develop a healthcare contact center team.
  • Collaborative and fast-paced professional environment.
  • Opportunities to contribute to process improvement and operational innovation.
  • Inclusive workplace committed to diversity, mutual respect, and equal opportunity.
  • Reasonable workplace accommodations available to qualified individuals with disabilities.