Description
Admitting Supervisor - Call Center
Description:
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Provides operational support and report writing services in a multi-platform environment for the call center.
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Functions as a member of the Operations Team for the call center.
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Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation.
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Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives.
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Monitors and/or develops the application of scheduling systems, including policy and procedures, operating structure, and information flow.
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May recommend operational improvements.
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Will use EWFM a Aspect Software Reviewing/approving PTO request for a population of 250 workers to creating call center scheduled 4 weeks in advance.
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Supervises the day to day activities of the admitting staff to ensure quality and or quantity goals are met.
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Ensures the daily staffing schedule is appropriate as well as the distribution of staff assignments and workload.
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Engages in performance improvement projects that focus on developing solutions to service and operational barriers, in either a leadership or participatory role as determined by the admitting manager.
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Estimates personnel needs and assigns work to meet completion dates.
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Reviews department performance through observations, audits, statistical analysis and the use of metrics to maximize operational performance.
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Develops operating and customer service procedures.
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Ensures compliance with department and organizational policies and procedures.
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Supervises, coordinates and provides leadership to and reviews the work of assigned staff.
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Provides training, coaching and professional development.
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Conducts performance evaluations for assigned staff
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Assists manager with resolving staff grievances.
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Provides support and advice to management
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Serves as a liaison between management, other departments, other managers and or members
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Performs service recovery as needed
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Conducts analyses and produces reports for management
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Assists manager with development of short and long range departmental goals and objectives
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May be accountable for payroll and non-payroll budget expenses
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Participates in the budget planning and preparation process of assigned work units to meet the fiscal goals for capital, payroll and non-payroll expenses
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Participates and leads unit based teams and other labor management partnership initiatives
- Attends and participates in local and regional meetings, workgroups, taskforces etc.
Requirements:
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Min 1 to 5 years of experience supervising a multi-disciplinary staff in a healthcare setting
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BA/BS degree preferred, HS/GED Required
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Must be computer proficient
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Ability to effectively coordinate multiple projects, use time management skills and independent judgment
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Strong Customer Service skills, interpersonal skills and the ability to communicate effectively with all levels of management
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Credentialed Rev Cycle Rep CRCR through the Healthcare Financial Management Association (HFMA) OR Certified Healthcare Access Manager (CHAM)
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1 year prior Call center experience