Access Operations Supervisor - Call Center Worcester

Overview

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Under general direction, is responsible for the overall operational success, performance and experience of a Regional Access Team(s) for Service Line (s). Guides the Regional Access team and is responsible for meeting company objectives and goals expected from this multi-faceted team and within the matrix teams of clinical practices and regional access center working in a hybrid setting. Leads implementation of new initiatives and performance improvement work.

Manages both people and processes, tracking quantity and quality of agent performance and customer experience and the impact on the overall performance of the center, forecasting phone and MyChart volume to ensure adequate staffing needs; and liaising and relationship building with practice leadership teams to build and sustain a high quality, well integrated regional access team. Responsible for ensuring smooth operations of the Regional Access Teams through, coaching and mentoring Call Center supervisors and individual Patient Service Representatives (PSR) to expand their service knowledge about Reliant Medical Service Line (s) of responsibility within the region(s) in which they work resulting in a superior experience for both the patients and the practices.

• Determines and implements call center operational strategies, in partnership with the Associate Director or Director, by conducting needs assessments, performance reviews, capacity planning, defining user requirements; production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
• Directly manages and mentors Call Center Supervisor(s) and the daily operations of the access center
• Develops and prepares call center performance reports by collecting, analyzing, and summarizing data and trends and reports out on this regularly to the Associate Director or Director as well as the site Triads in their region
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; participating in system upgrades
• Accomplishes call center human resource objectives in partnership with the Call Center Supervisor, recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Builds solid positive partnerships with site based leaders within their region of responsibility including Practice Administrators, Chiefs, Nurse and Regional Managers
• Works as a team with other Access Operations Supervisors to enhance the success of the Access Programs within the Service Line (s)
• May provide back-up supervisory support for other areas and/or locations within or across region(s) and service lines on an as needed basis
• Supervises the expense budget for the area of responsibility and reports on variances. Provides input and/or data into the Service Line (s) budget development process
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Plans, facilitates and leads department meetings and trainings within their region of responsibility
• Partners with the Associate Director or Director in the development of monthly, quarterly and annual call center goals and action
• Supervises large group (approximately 20+ direct and/or indirect reports) of non-clinical exempt and nonexempt staff, including subordinate supervisors. Carries out supervisory responsibilities within areas of responsibility in accordance with the organization's policies and applicable laws. Provides direction and support to staff to assure departmental effectiveness and efficiency. Responsibilities include interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance;
  
  rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems
• Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with organization-wide initiatives
• Ensures compliance with regulatory agencies. Develops and maintains procedures necessary to meet regulatory requirement
• Ensures that assigned area comply with established policies, quality assurance programs, safety, and infection control…