What are the responsibilities and job description for the RRC Supervisor position at TeleSpecialists LLC?
The RRC Supervisor plays a crucial role in ensuring effective communication, high-quality service, and adherence to company policies within the Rapid Response Center. We are seeking an individual with outstanding interpersonal and customer service skills, with an understanding of operational workflows.
Responsibilities: • Manage staff allocation, work schedules, resource planning, along with daily role assignments based on call volumes and historical data. • Float among the team to ensure navigators follow appropriate protocols. • Provide feedback on navigator customer service through active listening, validation, compliments, and coaching. • Continuously monitor real-time quality response, including stroke response times, rounding times, psych response, and other key metrics. • Conduct call audits to maintain high standards. • Be present and available to address navigators' questions and consult requests promptly. • Address in-the-moment opportunities/deficiencies with the team and individuals through spot coaching and feedback before escalating to the RRC Director. • Ensure appropriate customer responses and consult coordination for various tasks, including Long-term EEG, STAT EEG, Routine EEG, STAT consults, CTAs, Dr-to-Dr & Nurse'to-Dr, and psychiatry case creation with resolution of Physician/Facility Technical issues.
Training and Quality Assurance: • Lead training sessions and quality assurance within the framework defined by the RRC Executive Director & COO. • Make recommendations for long-term goal setting, monitor, and assess the navigator team's performance. • Collaborate with the RRC Executive Director to review and refresh current SOP and training materials regularly. • Provide ongoing protocol communications to the team and document individual awareness and mastery.
Key Qualifications: • Exceptional communication, interpersonal, and customer service skills. • In-depth knowledge of company policies, protocols, and service offerings. • Focus on training and motivating navigators to enhance their performance. • Ability to multitask and remain calm under pressure, particularly during peak hours and intense situations. • Quick decision-making skills and effective communication to ensure team efficiency.
Education: • Associate degree or equivalent work experience in a similar position may be considered/substituted for education requirements.
The successful candidate will demonstrate a mastery of RRC Technology, operational workflows, and response times. If you are a proactive and motivated individual who excels in a dynamic environment, we invite you to join our team as the RRC Supervisor and contribute to the success of our organization.
Responsibilities: • Manage staff allocation, work schedules, resource planning, along with daily role assignments based on call volumes and historical data. • Float among the team to ensure navigators follow appropriate protocols. • Provide feedback on navigator customer service through active listening, validation, compliments, and coaching. • Continuously monitor real-time quality response, including stroke response times, rounding times, psych response, and other key metrics. • Conduct call audits to maintain high standards. • Be present and available to address navigators' questions and consult requests promptly. • Address in-the-moment opportunities/deficiencies with the team and individuals through spot coaching and feedback before escalating to the RRC Director. • Ensure appropriate customer responses and consult coordination for various tasks, including Long-term EEG, STAT EEG, Routine EEG, STAT consults, CTAs, Dr-to-Dr & Nurse'to-Dr, and psychiatry case creation with resolution of Physician/Facility Technical issues.
Training and Quality Assurance: • Lead training sessions and quality assurance within the framework defined by the RRC Executive Director & COO. • Make recommendations for long-term goal setting, monitor, and assess the navigator team's performance. • Collaborate with the RRC Executive Director to review and refresh current SOP and training materials regularly. • Provide ongoing protocol communications to the team and document individual awareness and mastery.
Key Qualifications: • Exceptional communication, interpersonal, and customer service skills. • In-depth knowledge of company policies, protocols, and service offerings. • Focus on training and motivating navigators to enhance their performance. • Ability to multitask and remain calm under pressure, particularly during peak hours and intense situations. • Quick decision-making skills and effective communication to ensure team efficiency.
Education: • Associate degree or equivalent work experience in a similar position may be considered/substituted for education requirements.
The successful candidate will demonstrate a mastery of RRC Technology, operational workflows, and response times. If you are a proactive and motivated individual who excels in a dynamic environment, we invite you to join our team as the RRC Supervisor and contribute to the success of our organization.
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