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POSITION SUMMARY: 40 hours based in Nashua NH
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The Supervisor/Manager role is key to SolutionHealth’s effort to improve patient access across all practices, specialties and departments. The Access Center Supervisor provides leadership and support to front-line agents and support staff to ensure that patients’ needs are met quickly and efficiently and with a high caliber of service.
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PRIMARY DUTIES AND RESPONSIBILITIES
Employees are expected to work consistently to demonstrate the mission, vision, beliefs, core values and standards of behavior of the organization.
- Daily Management of Multi-Specialty and Primary Care Teams
- Provides leadership and direction and encourages teamwork. Facilitates interactions amongst team members and works to maintain positive morale.
- Manage service levels based on set targets; in collaboration with the Access Center Director, also responsible for problem-solving to improve performance when targets cannot be met.
- Develops and maintains schedules and forecasts workloads and staff requirements. Restructures staffing model to meet any changing needs of the department, including absences, vacation and training.
- Assists with and responds to escalated customer calls. Investigates and resolves complaints, questions and concerns.
- Acts as a liaison between Access Center team members and SolutionHealth practice managers and staff to ensure shared responsibilities and hand-offs between the Access Center and hospital departments are working as designed to support department and organizational goals; works with Access Center Director to mitigate as needed
- Provides coaching and mentoring to existing peers and new supervisory team members to improve operational effectiveness and quality.
- In collaboration with the Quality team, consistently monitors progress and provides feedback on team member performance. Administers corrective action for less than acceptable performance and/or other issues.
- Completes timely performance reviews and ensures annual training is complete.
- Assist in recruiting and hiring all new team members.
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POSITION QUALIFICATIONS
Experience: 2-4 years Contact Center Operations and 2 years of Healthcare experience
Location: Elliot Health System · ACCESS AND COMMAND CENTER
Schedule: 9:00A-5:30P, All Shifts
Source: Indeed.com
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