Supervisor, Ambulatory Contact Center
Massachusetts General Hospital(MGH)

Job Info

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The Opportunity

Are you interested in helping Mass General advance its mission to provide best-in-class patient-centered care? Do you enjoy a fast-paced environment? Are you interested in being part of a growing team that's working to bring new ideas to old problems? If you answered yes to any of these questions - our Supervisor position might be the right fit for you.

The Ambulatory Contact Center is looking for qualified candidates to fill a Contact Center Supervisor position. The Supervisor role is key to Mass General's effort to improve patient access to ambulatory services and design patient-friendly systems and services. The Contact Center Supervisor provides leadership and support to front-line telephone agents and support staff to ensure that patient's needs are met quickly, efficiently, and with a high caliber of service.

Under the general direction of the Ambulatory Contact Center Manager, the incumbent is responsible for the day-to-day operations of a service line within the Ambulatory Contact Center: specifically, the Physician Referral Service and Data Entry teams. The Supervisor is responsible for ensuring productivity and quality standards are met. The Supervisor is also responsible for building and maintaining relationships with departments across the hospital to ensure the Ambulatory Contact Center is meeting the needs of all stakeholders and customers.

Principal Duties and Responsibilities

• Provides leadership and direction and encourages teamwork. Facilitates interactions amongst team members and works to maintain positive morale.
• Responsible for managing service levels for teams under their purview, based on set targets; in collaboration with the Call Center Manager, also responsible for problem-solving to improve performance when targets cannot be met.
• Develops and maintains schedules and forecasts workloads and staff requirements. Restructures the staffing model to meet any changing needs of the department, including absences, vacation, and training.
• Assists with and responds to escalated customer calls. Investigates and resolve complaints, questions, and concerns.
• Acts as a liaison between Contact Center team members and MGH practice managers and staff to ensure shared responsibilities and hand-offs between the Contact Center and hospital departments are working as designed to support department and organizational goals; works with Contact Center Manager to mitigate as needed
• Provides coaching and mentoring to team members to improve operational effectiveness and quality.
• In collaboration with the Training and Quality team, consistently monitors progress and provides feedback on team member performance. Administers corrective action for less-than-acceptable performance and/or other issues.
• Completes timely performance reviews and ensures annual training is complete.
• Responsible for recruiting and hiring all new team members.
• Identifies system and operational problems through analysis of the current process. Recommends solutions and improvements. Participates in department-wide improvements, working in collaboration with other members of the department.
• Participates in the development and communication of department policies and procedures
• Prepares and approves weekly payroll for direct reports and may provide coverage for other teams as needed.
• Other related duties as assigned
• Will directly supervise a staff of 15+ Employees.
• Prudent fiscal management of program resources (e.g. supplies, telephones and other equipment and overtime). No budget responsibility at this time.

Skills/Abilities/Competencies

• Understanding call center operations, staffing, metrics, technology and best practices
• Strong leadership skills, ability to coach and lead by example
• Ability to effectively manage change and adapt quickly
• Experience with change in large, complex organizations
• Operational, problem-solving, and decision-making skills
• Strong communication, interpersonal and team-building skills
• Excellent customer service skills
• Knowledge of medical terminology, including Epic (preferred)
• Managed care plan requirements (preferred)
• Must demonstrate competency in dealing with all levels of employees/management and building strong relationships with teams and all organization customers.
• Must possess strong quantitative, analytical and technical aptitude skills
• Must possess the ability to work under pressure, meet deadlines and be accountable for performance.
• Must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
• Must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
• Must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
• Must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
• Must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
• Must be willing and able to take the initiative for, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
• Ability to exercise judgment in dealing with sensitive, confidential information
• Ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
• Ability to handle a high volume of work in a demanding and fast-paced environment

Qualifications
Qualifications

• Bachelor's degree or equivalent experience required; Master's degree strongly preferred
• 2-4 years of contact center/call center experience in a supervisory role required
• 1-2 years prior healthcare experience is strongly preferred
• Proficient with Microsoft Office, Epic Experience and contact center software

EEO Statement
Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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