Call Center Supervisor

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Oversee and assist with the daily operations of the call center team within the ENT practice.

• Monitor call volumes and staffing levels to ensure service objectives are achieved.

• Train, mentor, and assess call center representatives.

• Conduct performance evaluations and provide coaching to enhance employee performance.

• Participate in recruiting, interviewing, onboarding, and retention initiatives.

• Track productivity metrics, including call volume, hold times, abandonment rates, and scheduling accuracy.

• Ensure team members are familiar with provider schedules, scheduling templates, and practice workflows.

• Address escalated patient issues and assist with conflict resolution.

• Ensure proper documentation of patient interactions within the EMR.

• Collaborate with providers, clinical staff, and administrative leadership on workflow modifications.

• Create departmental reports and relay performance metrics to leadership.

• Uphold the confidentiality of patient PHI and adhere to HIPAA regulations.

• Foster a culture of outstanding customer service and patient satisfaction.

• Execute all other assigned duties.

⛳️ Requirements

• High school diploma or GED is required; an associate degree or bachelor's degree is preferred.

• A minimum of three (3) years of experience in customer service, call center, medical office, or healthcare is required.

• At least one (1) year of supervisory or leadership experience is preferred.

• Prior experience in appointment scheduling within a multi-provider healthcare environment is preferred.

• Knowledge of medical terminology and healthcare office workflows is required.

• Proficiency in Microsoft Office and electronic medical record (EMR) systems is necessary.

• Strong leadership, coaching, and team development abilities are essential.

• Excellent verbal and written communication skills are required.

• Strong organizational skills and attention to detail are important.

• Ability to maintain confidentiality and comply with HIPAA regulations is necessary.

• Willingness to travel between offices as required.

• Capability to occasionally lift up to 25 pounds.

🏝️ Benefits

• Competitive salary and compensation package.

• Opportunities for professional development and training.

• Comprehensive health benefits and wellness programs.

• Supportive work environment focused on teamwork and collaboration.