The NorthPoint Health & Wellness Center is seeking a Call Center Supervisor who enjoys working with the public, has strong communication skills, and a desire to help others while serving the community. In this role, you will manage, supervise, and coordinate activities of agents providing call center and guest service functions for their Call Center Supervisor position.
Location and hours:
This position is hybrid and will be performed both onsite at the NorthPoint Health & Wellness Center, 2220 Plymouth Avenue North, Minneapolis, Minnesota 55411 and remote as job duties require. Work hours are Monday through Friday from 8 a.m. to 4:30 p.m. with potential for occasional once per month Saturday shifts. While this position is designated as hybrid, based on current requirements hires must reside in Minnesota or Wisconsin.
About the position type:This is a full-time, benefit-earning position.
This position is internally classified as a Support Services Supervisor, Principal.
Click here to view the job classification specification.
This position is subject to the federal Centers for Medicare and Medicaid Services (CMS) Interim Final Rule on COVID-19 Health Care Staff Vaccination. As such, it requires the job offer to be conditional based on the candidate being fully vaccinated for COVID-19. “Fully vaccinated” means 14 days after receiving the second dose in a two-dose vaccination series approved by the U.S. Food and Drug Administration (FDA) on a full or emergency-use basis, or 14 days after receiving a single-dose vaccine approved by the FDA on a full or emergency-use basis. After a conditional job offer is made, the candidate must show proof of full vaccination prior to their start date. A COVID-19 vaccination card from the Centers for Disease Control and Prevention (CDC), a vaccination record from your doctor’s office or a personal digital vaccination record constitutes sufficient “proof.” The candidate must also attest they are vaccinated by completing a form on the first day of employment. Reasonable accommodations to this vaccination requirement will be considered upon request by a candidate for medical or religious reasons as required by applicable law.
In this position, you will:
Supervise call center registration/scheduling specialists and guest service representatives by managing, mentoring, and coordinating the activities of English, bilingual-English, Spanish, and Hmong call center and guest services representatives who provide telephone client and in-person related services.
Measure and demonstrate group and individual agent productivity through metrics by generating reports from CUIC phone software.
Develop and supervise a team of representatives, prepare performance reports, create improvement plans and individual development plans to assist in the development of staff.
Evaluate the call center system programming, maintain correct recorded announcement menus and phone tree options, make changes as necessary based on the time of day, day of week, or holidays. Work with IT department as needed.
Collaborate with clinic directors and managers to determine scheduling guidelines and workflows to forecast volumes of calls and staffing requirements.
Perform quality assurance checks of call center services by monitoring random inbound calls to assist in identifying ways to improve the quality, minimize errors, and track agent performance.
Manage client and patient relations and resources to field questions and concerns. Recommend and implement corrective services to enhance the client experience from feedback received.
Create and develop training documents and workflow designs and implement training practices and policies for call center and central registration representatives.
Manage and implement budget for call center department and approve employee timesheets.
Communicate confidential information while adhering to Health Insurance Portability and Accountability Act (HIPAA) laws.
Need to have:
Three years or more of office clerical or administrative support experience and one year or more of supervisory or lead worker experience.
Nice to have:
In training or preceptor skills.
In mediation conflict resolution in a professional setting.
Two years or more of working with EPIC and/or Dentrix.
Two years or more performing front desk duties in a medical, dental, or behavioral health appointments setting or call center environment.
Proficiency in Microsoft Office applications in a professional setting (e.g., Access, Excel, Outlook, PowerPoint, Word).
Apply conflict resolution and handle issues, such as client complaints and protected information, in a tactful and confidential manner.
Understand routine correspondence and interpret and apply policies, rules, and procedures.
Establish and maintain rapport with the public, effective working relationships with all levels of staff and customers and with people who have limited English skills.