Access Center Supervisor

Rochester, NY

GENERAL PURPOSE:

The Access Center Supervisor provides leadership, management and support to the assigned staff to ensure consistent and high-quality performance. Supervises, mentors, coordinates and/or monitors the work activity of employees, and develops goals and objectives for their team. Maintains a positive work environment and communicates in a respectful and professional manner with customers and coworkers. Receives general direction from the Access Center Managers and/or Associate Director. This position requires limited supervision and allows for independent decision-making. Occasional evening and weekend work may be required.

JOB DUTIES AND RESPONSIBILITIES:

Supervision and Coaching

  • Supervises and provides direction to a team of assigned staff.

  • Assists in daily operations management 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 to include, 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 that staff members are consistently meeting individual and departmental goals.

Technical/Functional

  • 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 ACD (telecom system) to achieve departmental, team, and individual call metrics.

  • Understands the call center industry to manage and balance the priorities of the department.

  • Maintains an understanding of ACD 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 the appropriate personnel when disruptions in automated activities and/or computer systems potentially hinder the ability to assist customers.

Training and Onboarding (15%)

  • 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 all of the appropriate training and tools to be successful in their role.

  • 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 make sure 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.

Operations Improvement

  • 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 the 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 in order to improve service and make recommendations for change.

  • On occasion, may require 24x7 availability for crisis, emergency situations, special call center projects (Measles issue, public health issues)

  • Answers customer inquiries as needed and provides a positive example for the rest of the team.

Other duties as assigned

QUALIFICATIONS:

  • Associates degree required.

  • 2 years leadership experience required

  • 1 or more years of call center experience preferred

  • or equivalent combination of education and experience required.

  • Working knowledge of MS Office, excellent verbal and written communication skills and tech savvy with knowledge of telephone equipment and relevant computer programs required.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $24.91 - $34.87 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Health Sciences
Full/Part Time: Full-Time
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