Supervisor - Contact Center Call/Referral

Wage Range: $33.40 - $55.02 per hour

Posted wage ranges represent the entire range from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional premiums based on shift, certifications or degrees. Job offers are determined based on a candidate's years of relevant experience, level of education and internal equity.

Job Summary:

Responsible for the efficient day-to-day operations of Call and Referral Support Services including the patient scheduling, messaging, and referral management including the development and ongoing updates to standard work, workflows and policies. Manages department employees, new projects, process and quality improvement initiatives in collaboration with Contact Center Services leadership and Director. Coordinates with internal and external departments and business partners as necessary for successful management of service operations. Responsible to keep senior leadership apprised of departmental concerns that impact daily service, customer service and overall performance of this service division.

Primary Duties:

• Responsible for the efficient day-to-day operations of Call and Referral service operations.
• Establishes call handling standards and reports staff productivity monthly.
• Participates in the ongoing development of process and policy for Call and Referral Support services with project development and implementation of new services and programs as occur with organizational strategic initiatives. Maintains departmental standards and operating objectives to ensure laws, regulations, policies and procedures are followed.
• Participates in Cerner workflow designs, partnering with IT for changes when needed to best support efficient workflows, serving as a subject matter expert for Call and Referral Support services and front line service workflows.
• Collaborates on phone queues set-up and design in partnership with VoIP team. Troubleshoots phone queue problems with IT / VoIP for problem resolution to successfully resolve service interruptions.
• Responsible for new employee set up related to Logins and Agent Profiles (phones and operating systems), set up of printers/fax/rightfax, assigning distribution lists and access to needed systems to support daily operations.
• Provides Cerner and other systems application expertise and troubleshooting support to Call and Referral Support employees, Healthline staff and as needed for successful daily operations.
• Functions as a liaison with EHPC Clinic Managers, Director, IT, Marketing, and Administration on collaboration related to change management and process improvement.
• Develops optimal scheduling templates, maintains staff schedules and monitors workflow and staff efficiency to ensure optimal department performance and productivity. This includes oversight of team and individual schedules within LaborWorkx.
• Responsible for the development of a continuous quality improvement culture and follow through of projects from design through completion, working in conjunction with other leaders and departments as needed to effectively support the varied services of Call and Referral Support Services.
• Facilitates new position management, including submission of e-par requests and position requests to Position Approval Council (PAC), interviewing, and hiring of non-clinical staff for assigned departments.
• Maintains comprehensive knowledge of all aspects of Call and Referral Support employee duties and actively collaborates with Director and Contact Center Services leadership team to support all teams as needed for efficient daily call center business needs.
• Works collaboratively among all EvergreenHealth departments to support current and future business needs in the area of Call Center Services – Call and Referral Support to ensure goals and visions align with strategic initiatives and imperatives of EvergreenHealth.
• Works collectively with Director to ensure overall effectiveness and value of Call and Referral Support Services to internal EH customers and physician offices.
• Works collectively with Director to ensure budgetary goals are achievable and cost objectives are met for departmental cost centers.
• Performs other duties as assigned.

License, Certification, Education or Experience:

REQUIRED for the position:

• Associate’s degree or equivalent combination of education and experience
• 2 years supervisory/leadership experience
• Ability to manage multiple priorities and direct activities
• Demonstrates ability and willingness to make informed decisions
• Demonstrates problem-solving skills and deals with new situations with flexibility and creativity
• Effective customer service and staff development skills
• Knowledge of Cisco Call Manager system

DESIRED for the position:

• Bachelor’s degree in Business, Communications, or a related field
• 2 years of experience in a Call Center
• Knowledge of answering service systems, Amtelco Infinity Answering Service call center application Electronic Health Record systems such as Cerner, software applications especially Microsoft Word and Excel

Benefit Information:
Choices that care for you and your family

At EvergreenHealth, we appreciate our employees’ commitment and contribution to our success. We are proud to offer a suite of quality benefits and resources that are comprehensive, flexible, and competitive to help our staff and their loved ones maintain and improve health and financial well-being.

• Medical, vision and dental insurance
• On-demand virtual health care
• Health Savings Account
• Flexible Spending Account
• Life and disability insurance
• Retirement plans (457(b) and 401(a) with employer contribution)
• Tuition assistance for undergraduate and graduate degrees
• Federal Public Service Loan Forgiveness program
• Paid Time Off/Vacation
• Extended Illness Bank/Sick Leave
• Paid holidays
• Voluntary hospital indemnity insurance
• Voluntary identity theft protection
• Voluntary legal insurance
• Pay in lieu of benefits premium program
• Free parking
• Commuter benefits

View a summary of our total rewards available to you as an EvergreenHealth team member by clicking on the link below.
2023 Benefits Guide

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