Answer Line Call Center Supervisor

Additional Information About the Role

• This position is responsible for the daily oversight of the Answer Line staff and operations, ensuring operational standards, quality standards and customer service expectations are consistently met.
• This position serves as the day-to-day leader providing coaching and development, training, and issue resolution for staff.
• This position also assists with department-level performance improvement initiatives and employee engagement activities.
• Additionally, the [unspecified] develops and maintains relationships with key operational leaders and key stakeholders.
• This is a remote position, must reside in Missouri or Illinois. Must have flexibility to work evenings/weekends as needed and a rotating on‑call shift monthly.

St. Louis Children’s Hospital is dedicated to improving the health and lives of children. As one of the top-ranked children’s hospitals in the country, St. Louis Children’s provides care in more than 50 specialty areas through a dedicated team of physicians, nurses, staff and volunteers. Along with inpatient and outpatient medical care, the hospital offers education, wellness and injury-prevention programs to fulfill its mission to “do what’s right for kids.”

Providing comprehensive, high-quality care and serving as an advocate for children has been St. Louis Children’s commitment since its inception in 1879. Today, the hospital serves patients and families across a 300-mile service area, and has seen patients from every state and more than 80 countries.

St. Louis Children’s consistently ranks among America’s Best Children’s Hospitals by U.S. News & World Report in all surveyed categories. In 2021, St. Louis Children’s was one of eight children’s hospitals to rank in the top 25 of all 10 specialties. The hospital’s academic and physician partner, Washington University School of Medicine, is one of the top-ranked medical schools in the United States.

Since 2005, St. Louis Children’s has been designated as a Magnet® hospital for nursing excellence from the American Nurses Credentialing Center® (ANCC).

This position is responsible for the day to day oversight of contact center services to support BJC Health Care, its hospitals and shared services. Individual will ensure operational standards are met while delivering superior performance and exceptional customer experience. The position in addition to supervising will also be assisting the call center staff with all of their duties and responsibilities.

• Manages individual(s) including but not limited to: hires, trains, assigns work, manages & evaluates performance, conducts professional development plans. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
• May participate in the development of departmental staffing, revenue and/or expense budgets and having direct responsibility for adhering to those goals. This includes responding to changes in the business which may affect the ability to achieve the budget goals.
• Provides access for consumers to BJC hospitals and HSOs by overseeing the call center functions. Defines and monitors clear and measurable objectives, including quality assurance of phone calls.
• Ensures effective reporting to and communications with clients, including HSO leadership, physicians and department leadership.
• Assumes responsibility for professional enhancement; maintains a thorough knowledge of unit, department, and BJC. Develops and delivers training programs for staff relating to operational and healthcare offerings.
• Identifies and resolves operational problems using defined processes, expertise and judgment. Ensures audits are conducted, standards are met, successful outcome are achieved.
• Monitors and reports call center productivity and success indicators. These metrics will include staff productivity, abandon call rate, average answer speed, appointments scheduled, filled fields and caller satisfaction.

• High School Diploma or GED

• 2–5 years

• < 2 years

BJC Total…