Satellite Site Office Supervisor, Contact Center
: Job Details :

ChristianaCare Contact Center is looking for a Satellite Site Office Supervisor.

The Contact Center at Avenue North is located at 4000 Nexus Drive in Wilmington, Delaware. Located just north of the City of Wilmington and five minutes from I-95, Avenue North is situated in a premier location attracting various tenants ranging from cutting edge corporations to exquisite restaurateurs to young professionals and empty-nesters alike.

Why ChristianaCare?You will be responsible for assisting the manager daily with Contact Center operations, supervising the Customer Service Specialists, and serving as a Customer Service Specialists expert with advanced performance expectations, ensuring high performance in workflow processes and behavioral expectations.

Work Schedule:

• Monday through Friday from 8a to 4:30pm

Duties / Responsibilities:

You will be involved in monitoring practice queues, ensuring customer and patient satisfaction, personnel management, and quality management. You would proactively be collaborating with managers, administrates, and practice leadership to ensure each party's needs are met, troubleshoot issues, and plan for practice changes impacting scheduling processes or call volume. You need to be knowledgeable in core non-clinical business processes and the work performed in various departments. You will monitor workflow and call queues to achieve metrics, prioritize and multitask daily, and are accountable for the team's performance in both statistical and quality metrics.You are expected to maintain a high level of confidentiality, quickly identifying performance or attendance issues, and creating action plans to address them. You are a valued team member who will contribution and provide encouragement and recognition to ensure a high-performing team. You will make recommendations to management concerning team members career progression, implementation of new ideas, or improvement of existing work processes.You will coordinate staff schedules, track time and attendance, and monitor lunch/breaks to ensure metrics are met. You will provide daily supervision to the Customer Service Specialists, conduct daily/weekly huddles regarding performance, ensure staff have proper equipment, protocols, guidelines, job aids, and training materials, and provide immediate service recovery using HEAT/AIDET.You will be responsible to review daily/weekly/monthly activities of team members, performs daily/weekly call quality audits, complete monthly coaching sessions, serves as a lead expertise and resource for the Customer Service Specialists, participates in interviews, respond accurately to high volumes of calls, and uses computer, software, and telecommunications equipment. You will interact with patients, physicians, and staff to provide accurate communication and comply with departmental safety rules and regulations.

Compensation / Benefits:

• Full Medical, Dental, Vision, Life Insurance, etc.
• Two retirement planning offerings, including 403(b) with company contributions.
• Generous paid time off with annual roll-over and opportunities to cash out
• 12 week paid parental leave
• Tuition assistance
• Incredible Work/Life benefits including annual membership to care.com, access to backup care services for dependents through Care@Work, retirement planning services, financial coaching, fitness and wellness reimbursement, and great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets, insurance and much more!

Education Requirements:

• High School Graduate or GED required, bachelor's degree is preferred.
• 5-7 years prior call center, customer service, medical office related experience and supervisory skills required.
• Healthcare call center experience preferred.
• Computer and key boarding skill required
• An equivalent combination of education and experience may be substituted

Strengths and Qualities:

• To excel in this role, one must possess strong communication, leadership, problem-solving, conflict resolution, time management, adaptability, and interpersonal skills.

When we lead with love, excellence is inevitable.#LI-HB1