Offer summary

Qualifications:

Bachelor's degree or equivalent education, training, or experience required., Three years of experience in a clinical and/or customer service or call center setting, with at least 2+ years in a Lead or Supervisory role., Experience with EPIC or a similar electronic medical records system is required., Strong interpersonal skills and leadership potential are essential. .

Key responsibilities:

Support and manage a group of Patient Service Representatives as a functional supervisor.

Provide continuous coaching and feedback to team members and assist new hires with training.

Monitor calls to ensure department quality standards are met and identify areas for improvement.

Schedule staff according to department needs and address varied problems requiring analysis or interpretation.

Job description

Atrius Health is a nonprofit healthcare leader delivering a system of connected care that enables us to know our patients better so that we can serve them well. Across 32 clinical locations, more than 50 specialties and 825 physicians, we provide proactive, customized care to more than 720,000 adult and pediatric patients across eastern Massachusetts.

Atrius Health, an innovative healthcare leader, delivers an effective system of connected care for more than 690,000 adult and pediatric patients at 30 medical practice locations in eastern Massachusetts. Atrius Health’s 645 physicians and primary care providers, along with 420 additional clinicians, work in close collaboration with hospital partners, community specialists and skilled nursing facilities. Our vision is to transform care to improve lives. Atrius Health provides high-quality, patient-centered, coordinated, cost effective care to every patient we serve. By establishing a solid foundation of shared decision making, understanding and trust with each of its patients, Atrius Health enhances their health and enriches their lives. Atrius Health is part of Optum, a health services company focused on building the leading value-based care system in the country.

Summary

The Call Center Supervisor supports and manages a group of Patient Service Representatives and serves as functional supervisor for Call center support staff. The Supervisor is the subject matter expert for the team and is also the person to whom team members come to for guidance while also providing continuous coaching and feedback. Assists new hires with additional training; monitors calls to ensure that department quality standards are met; identifies areas for improvement and schedules staff according to department needs.

EDUCATION/LICENSES/CERTIFICATIONS

Bachelor degree (or equivalent education, training or experience) required.

Experience

Three years of experience required in a clinical and/or customer service or call center setting with at least 2+ years in a Lead or Supervisory role.
Experience with EPIC or a similar electronic medical records system required.

Skills

Requires in depth knowledge of area of specialty. Strong interpersonal skills needed with the ability to interact effectively with patients and medical professionals. Sound judgment with the ability to work and make decisions in a fast-paced environment. Leadership potential.
Provide a high level of customer service to patients, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
Address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents. Must be able to effectively arrive at a solution that is patient friendly and able to satisfy business requirements.
Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.
Summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
Comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customer.
Demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
Work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members

Atrius Health is committed to a policy of non-discrimination and equal employment opportunity. All patients, employees, applicants, and other constituents of Atrius Health will be treated with respect and dignity regardless of race, national origin, gender, age, religion, disability, veteran status, marital/domestic partner status, parental status, sexual orientation and gender identity and/or expression, or other dimensions of diversity.

Benefits Include

Up to 8% company retirement contribution,
Generous Paid Time Off
10 paid holidays,
Paid professional development,
Generous health and welfare benefit package.

Organization

Internal Medicine

Primary Location

Norwood MA

Schedule

Monday- Friday schedule during business hours with some weekend availability.

Job

Supervisors/Managers/Directors

Job Level

Manager

Job Type

Regular Full Time - 40 Hrs (Full Time Benefit Eligible)

Required profile