Call Center Supervisor
Planned Parenthood of Orange and San Bernardino Co - Victorville, CA
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Salary based on experience.Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for a Call Center Supervisor in Victorville, CA.Under the direction of the Director of Call Center/ Patient Experience, the Call Center Supervisor will be responsible for supporting the day-to-day operations of a high-volume call center. The Call Center Supervisor will assist in ensuring a high level of patient satisfaction and provide support for the Call Center Representatives in finding solutions for resolving patient inquiries. The Call Center Supervisor will assume a collaborative role with the Call Center management team in identifying opportunities for supporting a wide scope of learning efforts such as onboarding, compliance, job-specific skills, and teamwork training. This position will also work with other departments as needed to improve individual and organizational performance and meet quality standards. At PPOSBC, we understand the importance of a well-rounded benefits program and are dedicated to providing you with unique benefits that meet the needs of you and your family. We are proud to offer a range of plans that help protect you in the case of illness or injury including:A competitivebenefits package including medical, dental, and vision coverage for you and eligible dependents, life insurance, and long term disability. Benefits coverage starts after one full month of employment!Generous vacation, sick, and holiday benefits!Generous 401(k) matching contributions and more!To view our detailed benefits guide, please visit our career site at www.pposbccareers.orgTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Minimum Education:Bachelor’s Degree preferred.Minimum Work Experience:Experience in health care services Call Center is highly preferred.Experience with electronic medical record systems a plus.Experience with any of the following computer systems preferred: WebEx, Microsoft Office, and electronic medical records.Supervisory Experience: Demonstrated ability as an effective leader, including coaching and team-building skills.Strong written, verbal and interpersonal skills.Excellent strategic planning skills.Must be self-motivated and have the ability to work without direct supervision.Other Requirements:Excellent written and verbal communication skills, including interpersonal, facilitation, and presentation skills.Hands-on experience with Call Center or office management skills in a healthcare environment.Ability to communicate effectively to multiple audiences.A flexible, energetic, positive team player with a commitment to providing a high-quality patient experience.Ability to address escalated phone calls in an attempt to ensure patient satisfaction. Have the ability to teach computer skills as they relate to a variety of workplace settings.Demonstrates keen attention to detail and produces high-quality work products.Maintains a professional appearance and demeanor at all times.Availability to work flexible hours which will include Saturdays.Ability to organize and manage multiple tasks simultaneously.Flexibility to travel to all health centers for on-site training as needed.Agency Standard Requirements:Strong commitment to quality healthcare and excellent customer service is required.Must thrive in a fast-paced, rigorous environment with changing priorities.Ability to meet deadlines and work under pressure.Must demonstrate high-level computer skills, including Microsoft Word, Excel, and Outlook. Electronic medical records experience may also be required.This position requires travel to other sites and locations; if using a personal vehicle to meet this requirement, a valid CA driver’s license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required.Abortion patients are cared for at each of our health centers and in part through the administrative, support, and other non-clinical services provided at all PPOSBC locations and by all PPOSBC employees, and supporting these critical services is an essential job duty and fundamental responsibility of all employees.Essential Functions: Essential functions encompass the required tasks, duties, and responsibilities performed as part of the job and the reason the job exists.Administrative Duties:Works closely with the management team to ensure new updates and changes are communicated & implemented in a timely and effective manner.Communicates with the management team as needed to maximize efficiencies and resolve issues.In collaboration with call center management, will participate in ongoing recognition of team members to help promote a positive work environment. Manage day-to-day operations of the call center team.Monitors daily staffing levels and looks for solutions to maintain adequate staffing. Monitors call center queue and agent’s status to maintain appropriate phone coverage to meet call service level goals. Provides feedback to management on call center observations.Provide on-site support for the call center, including training for pilots and roll-out of new or revised processes. Actively seeks quality improvement opportunities and will communicate the need for assistance to help staff meet quality measures.Handles escalated patient requests. Conducts on-site shadowing and evaluation for new and existing call center staff.Assists in answering calls to help meet service levels and call center goals.Non-Essential Functions:Maintains knowledge of relevant anatomy and physiology, methods of contraception, STIs, pregnancy, adoption, early prenatal care, education techniques, community resources, agency protocols, referral procedures, primary care procedures within practice scope, and all Planned Parenthood programs.Performs other duties as may be assigned by the manager. These may include occasionally needed specialized services such as services for developmentally disabled clients and specialized patient education programs.Other duties as assigned.PHYSICAL REQUIREMENTS:The physical requirements of this position are identified below. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.CORE COMPETENCIES - WE CARE:Welcoming: Anticipates customer requirements and gives high priority to customer satisfaction and service. Handles problems quickly and efficiently. Maintains a pleasant, positive and professional approach. Embraces opportunities to help team members, stakeholders, and other departments.Equitable: Creating equitable access and opportunity for all through education, practicinginclusive behavior, elevatingothers’ voices, creatingspaces for honest conversation,and listening without judgment. Values and uplifts our collective diversity within in our agency.Confidential: Respects the information shared by our patients, employees, and vendors and maintains appropriate confidentiality. Follows all policies and laws that protect private & privileged information.Accessible: Is available and approachable to others, open-minded, fair and non-defensive. Appreciates constructive feedback and is a team player. Demonstrates good listening skills.Respectful: Values diversity and treats everyone with dignity and courtesy. Dependable and courteous of other people’s time and commitments.Empathetic: Demonstrates interest and understanding in other people’s feelings, attitudes and reasoning. Maintains an open and non-judgmental demeanor that is patient, flexible, and understanding.Planned Parenthood/Orange and San Bernardino Counties is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, equal pay, age, disability, sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military, veteran status or any other federal or state protected class. We are committed to building and maintaining an inclusive workplace that values diversity, equity, and inclusion.USD $67,949.00/Yr.USD $82,399.00/Yr.
Created: 2024-09-16