Call Center Supervisor

• Job Title: Call Center Supervisor

• Job Details

1. Posting Date: 12/16/2024
2. Reference ID: 237562
3. Location: Los Angeles CA 90057
4. Work Location: onsite/ Los Angeles CA 90057
5. Discipline: Allied
6. Job Type: Contract to hire
7. Salary Expectations/ Pay Rate or Range: $32.00 - $33.65 per hour DOE

• Job Description

Are you ready to give your career a boost by bringing your talents and expertise to some of the nation's top companies? At Medix, we are dedicated to creating opportunities for talent through our Healthcare, Scientific and Information Technology divisions. Our dedicated recruiters offer a personalized service to make sure we truly understand your employment needs.

1. Responsibilities/ Job Duties:

Operational Oversight:

• Supervise the inbound and outbound call center agents, as well as those handling chat support.
• Ensure adherence to established protocols and SOPs.
• Monitor call and chat volumes to adjust staffing levels and manage peak times effectively.

Staff Management:

• Conduct regular performance reviews and provide feedback to agents.
• Identify training needs and coordinate ongoing training programs.
• Address any personnel issues or conflicts within the team.

Quality Assurance:

• Monitor calls and chat interactions to ensure compliance with customer service standards.
• Implement quality assurance measures, including call and chat audits.
• Gather and analyze patient feedback to identify areas for improvement.

Issue Resolution:

• Act as the point of escalation for complex or unresolved patient issues.
• Coordinate with clinical staff and other departments to resolve patient concerns promptly.
• Ensure follow-up on all escalated issues to confirm resolution and patient satisfaction.

Reporting and Analysis:

• Prepare regular reports on key performance indicators (KPIs), including call wait times, resolution times, patient satisfaction scores, and first-call resolution rates.
• Analyze performance data to identify trends and areas for improvement.
• Provide recommendations to management for enhancing service efficiency and quality.

Coordination with Other Departments:

• Work closely with administrative departments to route non-patient-related inquiries appropriately.
• Ensure smooth communication and collaboration between the support center and other clinic departments.
• Participate in inter-departmental meetings to discuss ongoing issues and improvements.

Technology Management:

• Ensure all agents are proficient with EPIC (MyChart), CRM, and other relevant systems.
• Coordinate with IT to address any technical issues promptly.
• Stay updated on new features and updates in EPIC and other systems to ensure agents are using the tools effectively.

Continuous Improvement:

• Implement continuous improvement initiatives based on feedback and performance data.
• Stay informed about industry best practices in customer service and healthcare support.
• Foster a culture of continuous learning and improvement within the team.

1. Minimum Education and Experience Qualification Requirements:

• Bachelor's degree in Healthcare Administration, Business Administration, or a related field; equivalent experience may be considered.
• Minimum of 3-5 years of experience in a call center or customer service environment, preferably in a healthcare setting.
• Proven experience in a supervisory or leadership role.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Proficient in using EPIC (MyChart), CRM systems, and other relevant software applications.
• Ability to handle confidential and sensitive information with discretion.
• Strong problem-solving skills and the ability to handle escalated issues effectively.
• Bilingual in Spanish required.

1. Schedule/ Shift: 7-4pm 2x days a week , 8-5pm 2x week , 1 day a week is flexible on schedule
2. Benefits:

• Paid Sick Leave (Medix provides paid sick leave according to state and local sick leave ordinances)

• Health Benefits / Dental / Vision (Medix Offers 6 different health plans: 3 Major Medical Plans, 2 Fixed Indemnity Plans (Standard and Preferred), and 1 Minimum Essential Coverage (MEC) Plan. Eligibility for health benefits is based on verifying that an average of 30 hours per week during the first 4 weeks of the work assignment has been met. If you meet eligibility requirements and take action to enroll, you will be covered no earlier than 60 days into your assignment, depending on plan selection(s).)

• 401k (eligible on the first 401k open enrollment date following 6 consecutive months on assignment. 401k Open Enrollment dates are 1/1, 4/1, 7/1, and 10/1)

• Short Term Disability Insurance

• Term Life Insurance Plan

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).

This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.

Medix is acting as an Employment Agency in relation to this vacancy.