Job Description

Description

Full Time - Contact Center Supervisor

The BayMark Contact Center Supervisor is responsible for planning, organizing, directing and leading the Care Advocate team. The candidate should be well versed in contact center operations, medical terminology, HIPPA and be familiar with standard operational procedures associated with multi-channel customer engagement (Chat, Email and Phone calls). The candidate should have strong leadership skills along with excellent verbal and written communication skills. Provides support, reports & resolves problems and complaints. Monitors agents & contact center performance.

Responsibilities:

• Monitors and assist KPI achievement and supports call volume as needed to do so.
• Oversees the day-to-day activities of contact center staff.
• Acts as a source of information and answers questions, follows up and gives instructions as necessary.
• Carries out supervision, coaching and call monitoring of contact center staff.
• Attends, follows up & resolves patient complaints.
• Works with Contact Center Director to determine the optimal allocation of staff.
• Assists in maintaining superior compliance and staff development duties.
• Works with Contact Center Director to develop, complete and deliver evaluations.
• Receives escalated calls from patients or providers and de-escalates these calls to a reasonable outcome for all parties.
• Ensure HIPAA compliance for all staff and monitors task are completed in a timely manner.
• Performs other similar or related duties as assigned to ensure productivity and goal attainment.

Qualifications:

• Associates Degree or a combination of education and experience with a demonstrated competency in related core areas of customer service and supervisory principals
• Minimum 4 year experience in Contact Center supervision
• At least 4 years of experience managing a customer service team; previous Hospital or Healthcare contact center experience is highly desirable.
• Must have working knowledge of medical terminology, EMR systems and appointment scheduling procedures.
• Working knowledge of contact center processes and support systems.
• Strong leadership and team-building skills.
• Ability to effectively manage daily team operations.
• Excellent interpersonal skills, communication skills, positive attitude, and the ability to mentor and encourage team members.
• Strong organizational skills and the ability to multi-task.
• Ability to adjust to constantly changing priorities; be able to multitask and prioritize tasks during peak periods and remain productive during slow periods; exercise patience and professionalism during stressful situations.
• Ability to work responsibly with or without direct supervision.

Benefits:

• Competitive salary
• Comprehensive benefits package including medical, dental, vision and 401(K)
• Generous paid time off accrual
• Excellent growth and development opportunities
• Satisfying and rewarding work striving to overcome the opioid epidemic

Here is what you can expect from us:

BayMark Health Services specializes in the treatment of opioid addiction. BayMark Health Services provides medication-assisted treatment services in a variety of modalities and settings through our divisions: BAART Community HealthCare, Health Care Resource Centers and MedMark Services, Inc. BayMark Health Services, also provides traditional primary health care services, as well as integrated primary care, in select locations.

BayMark Health Services is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, citizenship, genetic disposition, disability or veteran’s status or any other classification protected by State/Federal laws.

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