Supervisor - Call Center at Massgeneralbrigham
Massgeneralbrigham · Foxborough, United States Of America · Hybrid
- Professional
- Office in Foxborough
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
-Responsible for managing and overseeing the daily operations of a team of customer service representatives handling inbound and outbound customer interactions-Manage and supervise a team of customer service representatives in a contact center environment, including hiring, training, coaching, and performance management.
-Monitor and evaluate team performance to ensure adherence to established service level agreements (SLAs), quality standards, and key performance indicators (KPIs).
-Provide guidance, support, and feedback to team members, conducting regular coaching sessions and performance reviews to enhance their skills and drive continuous improvement.
-Foster a positive and collaborative team environment, promoting teamwork, engagement, and a customer-centric mindset.
-Monitor and manage inbound and outbound customer interactions to ensure efficiency, accuracy, and adherence to established protocols and procedures.
-Collaborate with other departments, such as training, workforce management, and quality assurance, to optimize contact center operations and enhance overall performance.
-Direct oversight of the Medical Records Coordinator, providing guidance in their day to day tasks, monitoring and assisting in their ongoing development of new processes to ensure the BWH Administrative standards and expectations are met.
•Coordinates training and orientation of new Specialty Clinic and Call Center administrative team members.
•Monitors and supports timely patient phone volume on a day to day basis so calls are answered promptly meeting patient needs.
•Support manager in implementing new initiatives as required by BWH or other regulatory entities and assist in monitoring to ensure sustainability.
•Triage patient complaints for the department, working with appropriate personnel and resolving issues.
•Assist in resolving/redirecting patient billing problems and inquires relating to all specialty services rendered.
•Manages provider schedule templates for all clinic physicians, including cancellations, changes, etc.
•Provides daily operational support to all providers as needed.
•Track patient issues that could lead to satisfaction issues in clinics and inform Practice Administrator as appropriate. Recommend solutions and improvements when required.
•Trained as super user in Epic and other required IS systems.
•Responsible for dashboard metric review and report management used to provide recommendations for staff /department process improvements to the Practice Administrator.
•Coordinates appropriate coverage when staffing levels are not sufficient.
-Close collaboration with the Practice Coordinator on cross coverages.
Qualifications
Education
Bachelor's Degree Business Administration required or Bachelor's Degree Related Field of Study preferred
Can this role accept experience in lieu of a degree?
Yes
Licenses and Credentials
Experience
Experience in a supervisory or leadership role in a contact center or customer service environment. 2-3 years required
Knowledge, Skills and Abilities
- Strong knowledge of contact center operations, including inbound and outbound call handling, email and chat support, and customer relationship management (CRM) systems.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
- Strong analytical and problem-solving abilities, with the capacity to analyze data, identify trends, and make data-driven decisions.
- Proficient in using contact center technology and tools, such as workforce management software, call routing systems, and quality monitoring platforms.
- Demonstrated ability to lead and motivate a team, fostering a positive work environment and driving employee engagement.
Additional Job Details (if applicable)
Physical Requirements
- Standing Occasionally (3-33%)
- Walking Occasionally (3-33%)
- Sitting Constantly (67-100%)
- Lifting Occasionally (3-33%) 20lbs - 35lbs
- Carrying Occasionally (3-33%) 20lbs - 35lbs
- Pushing Rarely (Less than 2%)
- Pulling Rarely (Less than 2%)
- Climbing Rarely (Less than 2%)
- Balancing Occasionally (3-33%)
- Stooping Occasionally (3-33%)
- Kneeling Rarely (Less than 2%)
- Crouching Rarely (Less than 2%)
- Crawling Rarely (Less than 2%)
- Reaching Occasionally (3-33%)
- Gross Manipulation (Handling) Constantly (67-100%)
- Fine Manipulation (Fingering) Frequently (34-66%)
- Feeling Constantly (67-100%)
- Foot Use Rarely (Less than 2%)
- Vision - Far Constantly (67-100%)
- Vision - Near Constantly (67-100%)
- Talking Constantly (67-100%)
- Hearing Constantly (67-100%)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$56,992.00 - $82,992.00/Annual
Grade
6
EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
