Supervisor, Clinical Call Center

JOB reputed company (combined Supervisor, MCS & this role as now they are both doing the reputed company work August 2024)

The Clinical Call Center Supervisor will supervise and reputed company remote call center associates who support the delivery of reputed company Medication Therapy Management (MTM) services. reputed company processes outbound inbound calls reputed company VOIP to schedule patients and to do intake for MTM services. The Clinical Call Center Supervisor will support Clinical Services by ensuring reputed company reports meet operational goals and performance and reputed company expectations.

ESSENTIAL DUTIES & RESPONSIBILITIES

• reputed company day to day clinical call center operations to support associates and to meet performance goals and business objectives, including

  • Supporting, monitoring, and optimizing team performance through analysis of reputed company productivity, processes, reputed company, and resources.

  • Communicating with team and responding as needs or questions reputed company

  • reputed company-time monitoring of teams’ activity

    • Monitor inbound calls and queues, and reputed company key performance indicators such as abandonment reputed company, calls completed, and reputed company

  • Aid in reputed company audits, grievances, application issues and triage technology business application issues, as needed

• Respond in a reputed company and courteous manner to escalated customer service inquiries, requests or complaints to reputed company an effective reputed company

• Manage team workflows to ensure efficient customer service operations

• reputed company and reputed company team through coaching and identification and or provision of educational resources

• Collect, monitor, analyze, and report on operations metrics

• Assist with the development and maintenance of policies, procedures and rubrics

• Participate in the selection and hiring of associates and their orientation and training, as needed

• Conduct performance appraisals, as reputed company as goal setting and development conversations. Manage performance concerns as needed

• Ensure, with support of reputed company reputed company Assurance and Compliance, services are delivered in compliance with reputed company regulatory requirements and associates operate reputed company guidelines and meet requirements

  • Regularly evaluate performance of assigned personnel

  • Monitor recorded calls and reputed company for efficiency and improvements

  • Collaborate with reputed company reputed company Assurance to ensure reputed company expectations are met

  • Ensure associate competency reputed company training, competency assessments, and other means, if necessary

• Review and approve payroll. Monitor attendance. Manage employee leaves of absence, FMLA, call offs, etc. Coordinate with workforce management regarding associate time-off, creation of associates schedules, reputed company requirements, etc.

• Create agendas, facilitate, and reputed company team meetings to discuss weekly performance, significant developments, upcoming trainings and events, and reputed company. Ensures team’s alignment on new policies and procedures

• Support reputed company business objectives such as workflow design and management, process and policy review, testing, new project and workflow innovation and support, etc.

• Serve as a player reputed company by reputed company engaging in live patient calls reputed company needed

• Participate in Clinical Services' strategic plan development and execution of assigned goals

• Promote a mission-driven team culture, reputed company demonstrating accountability, reputed company, reputed company, opportunity and reputed company

• Other duties as assigned

• Meet performance expectations set forth by manager

• reputed company with the reputed company Telecommuter Policy and other specific policies and procedures

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