Job Description: 24/7 Medical Answering Service Call Center Supervisor
Position Overview: The 24/7 Medical Answering Service Call Center Supervisor oversees the operations of our round-the-clock medical call center. This critical role involves managing a team of agents who handle urgent and non-urgent medical inquiries, ensuring high-quality service, compliance with healthcare regulations, and patient confidentiality.
Shift: M-F 11:00am-7:30pm
**Occasional Saturday and Sundays may be needed for the first 3 months**
**Contract to Hire position, serious inquiries only**
Key Responsibilities:
- Supervise and lead a team of call center agents, providing guidance, support, and performance feedback in a 24/7 operation.
- Monitor call center operations to ensure adherence to HIPAA regulations, company policies, procedures, and service standards.
- Develop and implement strategies to improve call center performance, including call handling, response times, and patient satisfaction.
- Conduct regular performance evaluations and provide coaching to agents to enhance their skills and productivity.
- Handle escalated patient issues and complaints, ensuring timely and effective resolution.
- Prepare and analyze reports on call center metrics, identifying trends and areas for improvement.
- Coordinate training sessions for new hires and ongoing training for existing staff, with a focus on medical protocols and patient confidentiality.
- Collaborate with healthcare providers and other departments to streamline processes and improve service delivery.
- Participate in the supervisor oncall rotation 1 week every month
Qualifications:
- Proven experience in a call center environment, with at least 2 years in a supervisory or leadership role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Ability to analyze data and generate actionable insights.
- Proficiency in call center software and CRM systems.
- Strong problem-solving skills and a patient-focused mindset.
- Flexibility to work various shifts, including nights and weekends.
Job Types: Full-time, Contract
Pay: $26.00 - $30.00 per hour
Experience:
- call center supervisory: 3 years (Required)
- medical/healthcare: 2 years (Preferred)
- coaching and developing employees: 3 years (Required)
Ability to Commute:
- Boston, MA 02215 (Preferred)
Ability to Relocate:
- Boston, MA 02215: Relocate before starting work (Required)
Work Location: In person