Supervisor, Communication Center

SUMMARY

The Supervisor of the Communication Center coordinates and supervises the day-to-day operations/activities of a clerical/administrative unit or team while also performing many of the duties of those supervised. Responsibilities include directing, training, monitoring, mentoring and appraising staff work. Thy will be responsible for tracking on-going team performance to ensure department metrics are attained and overall departmental goals achieved. Collaborates with peers, Manager, and Directors in department planning and budgetary processes.

The Supervisor contributes to operational decisions that support the Health System’s mission and goals and drives the development of a high performing team. The Supervisor of the Communication Center supervises and will be responsible for the management of more or less than 25 employees. The Supervisor monitors performance and ensures department goals are met. The supervisor will be responsible for ensuring employees have all the proper documents and tools to assist with incoming calls in a timely manner, appropriate staffing in place and aware of incoming call hold times and call list turnaround times.

STATUS: Full-Time LOCATION: Riedman Campus -100 Kings Highway South Rochester, NY 14617 DEPARTMENT: Communication Center SCHEDULE: Monday - Friday 8am - 4:30pm RESPONSIBILITIES LEADERSHIP & SUPPORT: Supports Department Manager, ensuring all department operational goals are achieved. Supervises and coordinates employee activities to efficiently handle the day-to-day workload and future business. Coordinates weekly call list and incoming call rotation of department personnel. Provides documentation based on recommendations to department workflow and headcount, working directly with Department Manager.

Implements the department’s strategic, financial and clinical priorities by deploying systems, process, and people-oriented methods to improve access to care, including but not limited to appointment scheduling, registration, referral management, outreach, and customer service delivery. Coordinates with Sr. Director and Management to implement effective contact center management practices to increase revenues, reduce costs, and improve service quality. Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications. Works across multiple functions and with all levels of the organization.

Provides feedback and coaching real time to each team member in support of their adherence and productivity goals. Provides performance input, participates in the performance review process, and recommends HR actions and pay decisions for direct reports. TRAINING & IMPROVEMENT: Responsible for proper onboarding/training experience for all new hires. Collaborate with Department Manager in hiring, transfers, promotion, performance disciplines, and terminations according to existing procedures and policies. Makes suggestion…

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