Call Center Supervisor

Amoskeag Health is a Federally Qualified Health Center (FQHC) and progressive, nonprofit primary healthcare organization that celebrates its 30th year in 2023!

Our team of healthcare professionals positively impacts the health, well-being and quality of life for those we serve providing comprehensive, integrated, affordable healthcare and education to patients. We utilize a team-based model including embedded Behavioral Health Clinicians as well as Case Managers, Care Coordinators and Community Health Workers.

The Call Center Supervisor is responsible for the day-to-day operations of the Call Center, monitors patient satisfaction, generates volume reports relating to calls answered and calls dropped, and has oversight of the desktops managed by the Call Center staff.

Education: High School Diploma or equivalent required; an associate degree preferred.

Experience: Call Center and automated patient scheduling system experience required. Experience in an ambulatory health care environment preferred.

• Works closely with Operations Support Manager and other managers to maintain the highest level of customer service.
• Supervises program staff to include hiring, training, coaching, mentoring, and evaluation. In collaboration with the Operations Support Manager, maintains a competent and engaged staff by communicating regularly, identifying training needs, completing performance appraisals, providing coaching or corrective counseling, and providing recognition of strong performance.
• Staff Schedules: Manage call center staff schedule, planned time off requests and unplanned absences and tardiness.
• Oversight of visual call center queue and manages speed level for all call center agents.
• Oversight and disposition of any incoming calls or messages from the answering service.
• Responsible for orientation and training of all new Call Center staff.
• Works closely with IT Director and Simple Interact to ensure quality and patient satisfaction is met through automated phone system for reminder calls.
• Responsible for monitoring use of provider paging system by Call Center staff including training and oversight.
• Managing monthly Call Center meetings (2nd Thursday of every month)
• Maintains Call Center department stats for individual representatives and as a department. Will provide regular reporting to Operations Support Manager about volume utilization.
• Provides support and coverage in the Call Center as needed which includes answering incoming phone calls from patients to complete scheduling, cancellation or rescheduling of appointments.

Benefits:

Medical, Dental, Vision, 403B with Company Match, Paid Time Off, Life Insurance, Continuing Education Opportunities and more!

Amoskeag Health has a policy requiring proof of full vaccinations per CDC guidelines, including both COVID 19/Booster and annual influenza. Staff may request a reasonable accommodation for a religious or medical exemption from these policies, but such a request is not a guarantee that the accommodation can be made.