• Supervisor - Communication Center

    Rochester Regional Health (Rochester, NY)


    Job Title: Supervisor, Communication CenterDepartment: Communications Center Location: Riedman Campus Hours Per Week: 40Schedule: Monday - Friday | 8:00am - 4:30pm | Hybrid work model SUMMARY: The Supervisor of the Communication Center coordinates and supervises the day-to-day operations/activities of a clerical/administrative unit or team while also performing many of the duties of those supervised. Responsibilities include directing, training, monitoring, mentoring and appraising staff work. Thy will be responsible for tracking on-going team performance to ensure department metrics are attained and overall departmental goals achieved. Collaborates with peers, Manager, and Directors in department planning and budgetary processes.

    RESPONSIBILITIES:

    + Leadership & Operations: Supports the Department Manager in achieving operational goals by supervising daily activities, coordinating staffing and call workflows, and ensuring seamless execution of department priorities and contact center best practices.

    + Performance Management: Monitors employee performance, provides real-time feedback and coaching, participates in performance reviews, and recommends HR actions to maintain high productivity and service quality.

    + Training & Development: Oversees onboarding and training for new hires, mentors team members, and supports professional growth through education, coaching, and development initiatives aligned with organizational standards.

    + Process Improvement: Collaborates with leadership to enhance efficiency, reduce costs, and implement workflow improvements that optimize customer experience across all touchpoints.

    + Metrics & Compliance: Tracks department performance metrics, manages service levels (e.g., call hold times), and ensures strict adherence to company policies and HIPAA regulations to protect patient confidentiality.

    REQUIRED QUALIFICATIONS:

    + 2 years’ experience in Customer Service/Contact Center

    PREFERRED QUALIFICATIONS:

    + High School diploma

    + Minimum of 1 year supervisory/coordinator experience

    EDUCATION:

    LICENSES / CERTIFICATIONS:

    PHYSICAL REQUIREMENTS:

    S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

     

    For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

     

    Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

    PAY RANGE:

    $20.00 - $27.00

    CITY:

    Rochester

    POSTAL CODE:

    14617

     

    The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

     

    Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.