• Contact Center Supervisor

    General Physicians PC (Buffalo, NY)


    #25-0524

     

    Buffalo, NY, USA

    Job Description

    Contact Center Supervisor

    Who we are :

    Join General Physician, PC. - one of WNY's largest and most respected multi-specialty medical groups! We are committed to providing comprehensive, high-quality patient-centered care to improve the overall quality of the lives of our patients.

     

    Position Type: Full-time, First Shift

     

    Free parking!

    What you can expect :

    + Work-Life Balance: Say goodbye to working nights, holidays, and weekends. No mandated overtime! Monday through Friday, day shifts!

    + Comprehensive Benefits: Medical, dental, vision, and more.

    + Generous PTO: Enjoy your well-deserved time off.

    + 401(K) with 3% Employer Contribution: Secure your financial future.

    + Employee Discounts: Exclusive deals, including Verizon Wireless.

    What you will be doing :

    The primary purpose of this position is to assist in transforming patient experiences by contributing to establishment of consistent processes and workflows that are needed to manage contact volumes and provide support to the General Physician, PC service lines.

     

    + Be the owner of the Standard Operating Procedures and workflows of the contact center. Proactively engage with all clinical services teams to maintain the latest knowledge and procedures for the contact center.

    + Partner with the Director in establishing quality and productivity standards for team, by monitoring and participating in daily patient contacts and coaching staff on experience and workflow improvements.

    + Conduct first-level triage and investigation of patient complaints, collaborate with appropriate teams to satisfactory resolve and advise Director on recommended next steps.

    + Deliver exemplary customer service to provide a positive patient experience across the organization

    + In collaboration with the eMR and training teams, coordinate and implement continuous training and support to all new and existing staff.

    + Prioritize assignments and tasks to ensure smooth workflow. Monitor and make changes as necessary in collaboration with the Director and clinical services teams.

    + Optimize team scheduling with high-touch staff communication and contact data analysis.

    + Communicate with staff about changes to provider schedules, patient appointments, and issues that affect team operations.

    + Prepare and conduct team meetings on a regular basis with focus on learning and development.

    + Utilize problem-solving skills to work through team issues and assess when situations need escalation to Director and HR support teams.

    + Coordinate monthly department schedule, distribute to the staff, and manage the staff time and attendance functions, including approving timecards and paid time off requests.

    + Understand and align with system strategic priorities and align team goals and annual performance evaluations in conjunction with the Director.

    + Support recruiting and participate in the interview process of candidates in conjunction with the Director.

    + Perform other duties assigned by management.

    The education and experience you need :

    + Highschool or GED required, Associates degree preferred.

    + 1 to 5 years’ experience in a medical office/call center environment. Cardiology experience a plus.

    + Experience and knowledge of medical office, insurance, and medical terminology.

     

    General Physician, P.C. is proud to be AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

     

    * The pay range listed is a good faith determination of potential base compensation that may be offered to a successful applicant at the time of posting. When determining pay, several factors will be considered including but not limited to location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and budget.