Medical Call Center Supervisor

Overview

• Supervise call center operations, ensuring efficient handling of patient inquiries and appointment scheduling.
• Maintain strict confidentiality and compliance with organizational policies and healthcare regulations.
• Coordinate schedules and manage team availability to meet operational demands.
• Provide leadership and guidance to call center representatives to ensure excellent customer service.
• Monitor call center performance metrics and implement improvements as needed.
• Collaborate with other departments to streamline communication and workflow.
• Support organizational changes and demonstrate flexibility in scheduling to accommodate operational needs.
• Assist in training new team members and conducting performance evaluations.

Key Responsibilities & Duties

• Oversee daily call center operations, ensuring timely and courteous responses to inquiries.
• Schedule patient appointments accurately and efficiently using multiple computer systems.
• Document patient interactions and maintain detailed records in the ticketing system.
• Provide accurate information about services and direct calls to appropriate departments.
• Monitor call center metrics and implement strategies to improve performance.
• Support team members in handling complex or escalated calls.
• Coordinate schedules to ensure adequate coverage during peak times and weekends.
• Participate in organizational initiatives and special projects as assigned.

Job Requirements

• High School Diploma or GED required; additional education in healthcare or management preferred.
• Minimum of 2 years of experience in call center or healthcare settings; 3 years preferred.
• Strong leadership, communication, and conflict-resolution skills.
• Proficiency in navigating multiple computer systems and scheduling tools.
• Bilingual proficiency in English and Mandarin preferred.
• Flexibility to work weekends and adapt to changing schedules.
• Knowledge of healthcare regulations and patient confidentiality standards.
• Ability to multitask and manage time effectively in a fast-paced environment.