Supervises the day-to-day operations of the Contact Center Resolution and Support team. This includes the activities of assigned personnel and workflows to ensure that customer satisfaction, performance standards, and corporate and departmental policies are being achieved. The candidate must have a strong background in leadership problem solving within an operational environment.
Minimum B.S. degree in health or business administration or equivalent work experience
Master’s degree preferred
-3 + years of supervisory experience in a call center environment
-Technical and operational problem solving experience
-Excellent time management and organizational skills
-Demonstrated interpersonal skills necessary to build staff, departmental, and community relationships
-Intermediate level proficiency with Microsoft Office applications
KEY COMPETENCIES REQUIRED FOR EVERY POSITION
Customer / Patient Service
Champions WPP’s customer service standards; treats colleagues as true business partners and “customers” in a courteous and professional manner; appropriately identifies the needs of internal and external customers and identifies how to best support those needs.
Customer / Patient Service
Acknowledges patients/customers promptly in a warm, courteous manner; proactively offers to help and responds to requests for help; receives and answers patients/customers in a calm, reassuring manner; focuses attention on patients vs. personal business; answers phones, returns calls, and responds to in-person questions promptly; provides accurate information while demonstrating empathy; takes appropriate actions to ensure focus is quality patient care; treats patients, co-workers, physicians, practitioners, and colleagues as “customers”, courteous at all times; adheres to all WMG customer service standards
HIPAA, Confidentiality and Infection Control Compliance
Follows office procedures with regard to HIPAA documents and adheres to HIPAA privacy mandates; adheres to confidentiality policy.
Problem Solving and Judgment
Demonstrates ability to determine best course of action for resolving issues based on presenting situation; able to assess and view situations from variety of perspectives; can dig deep to identify the real issues; solves problems and/or seeks appropriate guidance to solve problems; able to work independently and make appropriate decisions in absence of “supervisor”
Communicates effectively and clearly both verbally and in writing; conveys information and responds to all in a credible, professional, and clear manner; speaks respectfully to all; keeps others informed of relevant issues; shares information; Uses active listening skills; uses facial expressions, body language and tones of voice that convey positive messages; maintains calm in conflict situations, handling situations and people with tact and professionalism; writes accurate, understandable messages
Reliable when it comes to attendance and punctuality; if going to be late or absent, calls supervisor in advance; respects how others on team will be impacted by lateness or absentiism or schedule changes; present and accessible during scheduled hours
Pitches in when help is needed and offers assistance to other team members; builds and maintains constructive relationships; engages in behaviors that support working together as a team; able to see things from another’s perspective; demonstrates work flexibility for good of WMG/team regarding locations, functions, and hours; demonstrates an awareness and sensitivity to cultural diversity
Takes pride in professional demeanor and appearance; wears appropriate attire/uniform and name tags; takes pride in appearance and cleanliness of work area; keeps work area organized with necessary clinical and non-clinical materials
Willingness to Learn/Continuous Learning
Demonstrates ability to learn new things in stated time-frame; demonstrates willingness and ability to adapt to new processes, policies and technology changes; keeps up-to-date with all required education, certification, licenses; assesses and identifies own learning needs
While the following attempts to communicate the traditional physical demands associated with this position, The Company will consider varying such requirements whenever necessary to provide individuals with disabilities an equal employment opportunity. *Place an “X” in the appropriate boxes to indicate the demands and amount of time required in position.
Amount of time
Amount. of time
Reaching with hands and arms
Climbing or balancing
Stooping, kneeling, crouching, crawling
Using hands to finger, handle, feel
Speaking or hearing
Exerting up to 10lbs of force occasionally and/or negligible amount of force to lift, carry, push, pull or otherwise move objects, including human body. Involves sitting most of the time; walking required only occasionally
Exerting up to 20lbs of force occastionally, and/or up to 10lbs of force frequently to move objects.
Medium Work- Weight is lifted or force exerted up to 50lbs occastionally, and/or up to 20lbs of force frequently or constantly to move objects
Heavy Work- Weight is lifted or force exerted up to 100 lbs occasionally, and/or up to 50lbs of force frequently and/or up to 20lbs of force constantly to move objects
Close and distance vision: Equipment Operators, Inspectors, Testing, Analysis, Assembly, Clerical, Administrative
Color vision (ability to identify and distinguish colors)
Depth perception (three-dimensional vision, ability to judge distances and spatial relationships) as in ability to operate a vehicle