Supervisor Service Response Center

Department:

11597 Non Enterprise Corporate - Switchboard

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Primary Shift 4p-midnight, every other weekend and holidays. Various shifts based on departmental needs.

Pay Range

$25.30 - $37.95

EDUCATION/EXPERIENCE:

Bachelor's degree in Business, Psychology or other related field.Extensive experience will be considered in lieu of a degree.

Minimum of 2 year's management experience preferred

Experience in training adults preferred

Customer service experience preferred

LICENSURE, CERTIFICATION, and/or REGISTRATION: N/A

ESSENTIAL FUNCTIONS:

• Supervises call center staff to accomplish the objectives of the Service Response Center includingcoverageandaccountability24/7. This includes assisting with the hiring, coaching, reviewing and scheduling of staff.
• Monitors Key Performance Indicators to ensure that metrics meet objectives.
• Assists with achieving financial objectives of the Call Center, including the development of the operating and capital equipment budgets as requested.
• Performs and documents phone audits as part of the Quality Assurance program. Provides feedback to teammates in real-time as needed and on a scheduled quarterly basis.
• Assists Manager and Lead with new staff orientation and training. Assists with training all staff on new processes.
• Answers a variety of inbound call center calls during peak periods and at other times as available to help meet Key Performance Indicators and to assist teammates.
• Coaches and leads call center reps as they provide support to customers. Handles callers' complaints in a professional manner and seeks to provide resolutions.
• Assists Manager with maintaining good relationships with Health System departments that are supported by the Service Response Center. Participates in regularly scheduled meetings with key departments.
• Demonstrates responsibility for personal development by participating in continuing education offerings and department / hospital activities.

SKILLS/QUALIFICATIONS:

• Excellent oral and written communication skills
  Strong interpersonal and active listening skills
• Good organizational skills and attention to detail
• Competency with Microsoft Word and Excel
• Demonstrated computer skills
• Exceptional customer skills are a must
• Clear and calm telephone-speaking voice

WORK ENVIRONMENT:

• Clean, well-lit, comfortable office setting when working in-house
• Quiet and private location a requirement when working remotely
• Subject to interruptions and stressful situations

PHYSICAL REQUIREMENTS:

0%35%65%tototo35%65%100%N/AActivityxStandingxWalkingxSittingxBendingxReaching with armsxFinger and hand dexterityxTalkingxHearingxSeeingXLifting, carrying, pushing and or pulling:x

20 lbs. maximum

x

50 lbs. maximum

x

100 lbs. maximum

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training

• Premium pay such as shift, on call, and more based on a teammate's job

• Incentive pay for select positions

• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs

• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability

• Flexible Spending Accounts for eligible health care and dependent care expenses

• Family benefits such as adoption assistance and paid parental leave

• Defined contribution retirement plans with employer match and other financial wellness programs

• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

Supervises, monitors and assists 2nd and 3rd shift call center representatives. Performs Quality Assurance audits and provides feedback to teammates to ensure the highest quality customer service standards are maintained. Responsible for answering calls during busy periods and during low staffing periods. Provides assistance/resolution to internal and external inquiries as needed. Represents department at meetings as needed.Maintains professional attitude and confidentiality at all times. Demonstrates flexibility in work schedule as needed.