Job Summary:
The Healthcare Call Center Supervisor is responsible for overseeing the call center, ensuring high-quality customer service, efficient call handling, and compliance with healthcare regulations. This role involves supervising staff, managing performance, and implementing processes to enhance patient and provider satisfaction.

Key Responsibilities:

• Supervise and lead call center staff, including hiring, training, coaching, and evaluating performance.
• Monitor call quality and provide ongoing feedback to ensure excellent customer service and adherence to healthcare standards.
• Develop and implement call center policies, procedures, and best practices.
• Manage scheduling to ensure appropriate coverage during operational hours.
• Handle escalated calls and complex issues, providing resolution in a professional and timely manner.
• Analyze call center metrics and reports to identify areas for improvement and implement corrective actions.
• Ensure compliance with healthcare regulations, HIPAA, and organizational policies.
• Collaborate with healthcare providers, administrative staff, and other departments to coordinate care and information flow.
• Promote a positive team environment and foster continuous improvement and professional development.
• Maintain documentation related to staff performance, training, and operational procedures.
• Perform the duties of a call center representative at least fifty percent of the time.