Supervisor, Access Center

University of Rochester•Rochester, MN

6d•$26 - $34•Onsite

About The Position

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Requirements

Associate's degree and 2 years of leadership experience required
Or equivalent combination of education and experience
Working knowledge of MS Office required
Excellent verbal and written communication skills required
Knowledge of telephonic equipment and relevant computer programs required

Nice To Haves

1 year of call center experience preferred

Responsibilities

Provides leadership, management and support to assigned Access Center staff to ensure consistent and high-quality performance.
Supervises, mentors, coordinates and monitors the work activity of employees and develops goals and objectives for the team.
Maintains a positive work environment and communicates in a respectful and professional manner with customers and coworkers.
Occasional evening and weekend work may be required.
Supervises and provides direction to a team of assigned staff.
Assists managing daily operations by providing guidance and instruction to the Access Center Team to ensure the department runs efficiently.
Performs various quality assurance techniques to ensure reps are delivering excellent customer service with every interaction.
Monitors written documentation to verify accurate and useful content, including but not limited to, patient charts, emails and chats.
Prepares and delivers meaningful performance evaluations.
Educates and coaches staff to deliver the highest level of customer de-escalation and recovery.
Facilitates programs and activities for employee recognition, process improvement and morale.
Manages all employee performance issues and documentation of performance conversations, including corrective actions in a timely manner.
Consults with Manager and HR regarding disciplinary actions.
Fosters a positive work environment that encourages diversity and inclusivity.
Establishes open, honest, and candid feedback so staff members are consistently meeting individual and departmental goals.
Standardizes and maintains expert knowledge of assigned programs and protocols.
Promotes positive business relationships in functional areas with Clinical Program Leaders/Staff, HR, etc.
Applies and understands UR policies and procedures, including state and federal programs such as FMLA, DBL, PFL, etc.
Effectively implements Access Center operations and related workforce management knowledge and skills to assist in supporting departmental objectives.
Comprehends, utilizes and educates staff on the Access Center IT applications and telecom system to achieve departmental, team, and individual call metrics.
Understands call center industry to manage and balance the priorities of the department.
Maintains an understanding of call routing and voicemail systems to troubleshoot issues.
Effectively communicates and collaborates with internal and external customers to ensure an integrated approach to service.
Utilizes good judgment and professionalism to effectively de-escalate and resolve patient, consumer or physician complaints.
Determines when situations warrant escalation.
Alerts appropriate personnel when disruptions in automated activities and/or computer systems potentially hinder the ability to assist customers.
Conducts screenings and interviews for various roles within the Access Center.
Delivers training to staff on new programs, scripts and protocols, ensuring team members have the appropriate training and tools to be successful in roles.
Participates in the development and implementation of cross-training staff for Access Center efficiencies and overall job satisfaction.
Develops and implements necessary instructional materials to ensure staff is prepared to deliver consistent and excellent customer service.
Ensures proper registration and insurance pre-verification management processes are followed, including warm transfers to centralized functions.
Handles high level, escalated patient issues, consulting with Patient Relations, administrators, physicians and nurses as needed to ensure customer issues are addressed in a timely manner.
Identifies improvement opportunities and makes changes as appropriate to resolve operational issues.
Recommends and participates in the development of short- and long-term service improvement strategies.
Recommends and implements operational changes or enhancements to improve productivity and efficiency.
Works closely with Workforce Management team to recognize trends and other recurring improvement opportunities.
Regularly solicits staff input and feedback and encourages participation of all staff.
Assists in the analysis of customer satisfaction and quality assurance surveys to improve service and make recommendations for change.
On occasion, may require 24x7 availability for crisis, emergency situations, and/or special call center projects.
Answers customer inquiries as needed and provides a positive example for the rest of the team.
Other duties as assigned.