Call Center Supervisor na TriasMD

Description

DISC Surgery Center stands as the epitome of excellence in spine care, orthopedics, interventional pain management, and sports medicine. Our seven facilities are strategically located across California and represent the pinnacle of innovation in minimally invasive surgical solutions. Our commitment to pioneering medical advancements is showcased through our state-of-the-art outpatient surgery centers and full-service clinics.

DISC Surgery Center is looking for a strategic and results-oriented Call Center Supervisor to join our team. In this role, you will lead a team of remote and in-office staff to ensure that workflows, systems, and people align to provide timely, accurate, and compassionate service to patients. A commitment to continuous quality improvement, innovation, and a highly satisfied patient experience is essential.

Essential Duties and Responsibilities:

• Oversee all day-to-day operations of the call center including scheduling services, patient communication, and call handling.
• Ensure call center performance goals are met.
• Monitor and supervise 10 staff members through performance evaluations, goal-oriented coaching, counseling, corrective action and training programs to support team development and improve efficiency.
• Implement new tools and processes (e.g., call monitoring, audits) to evaluate staff and enhance patient experience.
• Build and manage reporting dashboards to track performance, identify trends, and deliver improvement both individually and in partnership with the executive team.
• Identify key performance indicators tied to patient satisfaction, such as wait times, call resolution, appointment accuracy, patient satisfaction, and follow-up communication.
• Assist in hiring, onboarding and training new staff to support operational excellence.
• Investigate and resolve escalated patient or staff issues with a focus on resolution, quality, and learning.
• Represent the call center in operation meetings and initiatives focused on improving workflows.
• Collaborate with other departments to reduce barriers.
• Act as a subject matter expert of all call center technology; provide troubleshooting and hands-on support during high-volume periods.
• Perform other duties, as assigned.

Qualifications

• 3 years of call center experience, 1 year of supervisory or lead experience
• Experience in a healthcare environment required, experience in an ambulatory healthcare setting preferred
• Proficiency with Epic or other EHR systems, call center software, Microsoft Office Suite.
• Bilingual (English/Spanish) a plus!
• Excellent oral and written communication skills
• Willingness to work on-site at our Newport Beach office

Compensation: $70,000 - $80,000/year

Trias MD and its DISC Surgery Center affiliations is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state or local law.