Description
SHIFT: No Weekends
SCHEDULE: Full-time
HCA has been recognized as one of the World’s Most Admired Companies in the Health Care Medical Facilities Industry by Fortune Magazine. The National Contact Center Management (NCCM) group serves our patients by interacting with them via telephone and other media outlets in order to assist them with their healthcare journey. NCCM uses a variety of tools that act in tandem with each other and on behalf of our patients to provide a variety of services to include provider referrals, healthcare services connections, and clinical advice.
A few of the benefits we provide you:
- Tuition Reimbursement and Student Loan Repayment Program
- Full Medical, Dental, Life, Disability and Vision Insurance
- 401k (3%-9% match based on tenure)
- New Extended Family Leave and PTO
- Employee Stock Purchase Plan
- Healthcare and Dependent Care Flexible Spending Accounts
- Employee Discount Program
The Contact Center Supervisor is responsible for the leadership and management of assigned employees on a daily basis to achieve operational goals. Supervises employees across sites when applicable. Maintains a positive leadership style and strives to be a positive role model and motivator in the workplace.
Summary of Key Responsibilities:
- Performs Customer Experience Evaluations as assigned for each direct report
- Holds weekly one-on-one coaching sessions with direct reports to promote a superior patient experience and to ensure that optimal call processes are deep-rooted into day to day customer service activities
- Writes and presents performance reviews and monthly evaluations as directed by Manager/Director; Coaches and develops PCL’s to have the knowledge and skills to answer callers’ inquiries, responds to requests for support quickly and effectively
- Responsible for interviewing , hiring, training, developing, advancing, and managing performance of direct reports; Builds buy-in and commitment to promote employee support for tactical and strategic objectives and initiatives
- Manages and holds team accountable to meet performance objectives and ensure adherence to HIPAA and data/information security compliance protocols
- Shares responsibility and accountability to the center level performance objectives relating to: Employee Engagement and Patient Satisfaction Results vs. Goals
Knowledge, Skills and Abilities:
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Knowledge and understanding of organizational policies, procedures and systems
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Knowledge of basic operations, tools, and resources related to internet and social media
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Demonstrates good judgment in handling situations not covered by written or verbal instructions
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Communicates clearly and effectively both verbally and in writing
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Demonstrates the ability to manage daily, weekly, and monthly tasks for self and assigned team
Qualifications
Education and Experience:
- 3+ years experience with scheduling, insurance plans, physician offices or related environment.
- 3+ years experience with customer service.
Preferred Experience:
- 1+ years experience with supervision of over 10 employees
We are an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Notice
Our Company’s recruiters are here to help unlock the next possibility within your career and we take your candidate experience very seriously. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Gmail or Yahoo Mail. If you feel suspicious of a job posting or job-related email, let us know by clicking here.
For questions about your job application or this site please contact HCAhrAnswers at 1-844-422-5627 option 1.