The Medical Call Center Supervisor provides front line staff supervision, coaching, and development including hiring and training new employees, assigning tasks, and assessing performance. Supervisors will motivate, support agents through feedback and communication, and monitor key performance metrics such as inbound/outbound calls/referrals, quality, scheduled appointments, and productivity.

Essential Job Statements

Provides direct line supervision for multiple staff members (15-25) including scheduling (inbound/outbound calling), referral management, performance evaluations, disciplinary action, time/attendance, coordination of staff activities, or other work as needed.

Conducts hiring, interviewing, onboarding, and training of new employees. Manages learning of specialty skills to ensure staff members readiness to perform independently. Works to create a diverse and inclusive culture where all team members are supported and encouraged to maximize their skills, abilities, and potential.

Provides support to staff by answering queries, providing guidance, and timely feedback. Reviews and responds to urgent / escalated clinical or department issues. Escalates or de-escalates employee and/or patient concerns. Keeps management informed of potential issues.

Responsible for identifying, analyzing, and measuring performance/KPI trends (i.e. patient experience, call or referral queue management, etc.) Reinforces standards and devises ways of optimizing team performance to reach department goals.

Performs QA Audits / performance reports for the team. Coaches and develops staff by setting individual performance goals, monitoring progress, and conducting regular check-ins.

Demonstrates and maintains a high level of customer service relations with patients, caregivers, and employees of VCU Health.

Responsible for building partnerships and engaging with key internal stakeholders including departmental, clinical, and other strategic workgroups.

Responsible for making independent decisions and recommendations to senior leadership while utilizing sound judgement.  

Ensures compliance with all local, state, and federal laws and regulations and VCUHS policies and procedures.

Ensures responsibility and visible commitment of diversity equity and inclusion programs/initiatives through collaboration and implementation of initiatives across the health system.

Performs other duties as assigned and accepts alternate assignments as required.

Patient Population: N/A

Employment Qualifications:

Required Education: High School diploma or equivalent

Preferred Education: N/A

Licensing/ Certification

Licensure/Certification Required: N/A

Licensure/Certification Preferred: N/A

Minimum Qualifications

Years and Type of Required Experience: Two years of work experience in the following areas: contact center, healthcare organizations and/or customer centric environment. Previous experience/education with office technology including word processing, general typing, data entry and Windows applications (Word and Excel).

Other Knowledge, Skills and Abilities Required: Ability to problem solve and work through conflict resolution. Ability to be flexible in a fast-paced environment while serving as a change agent of ongoing process improvement.

Cultural Responsiveness: Demonstrates a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Other Knowledge, Skills and Abilities Preferred: Two years or more of previous supervisory experience. Previous experience/education with medical terminology and health insurance. Prior work experience with work systems such as API, Avaya, Epic, Salesforce, Tableau, and Workday.

Working Conditions: General office environment. Other: This position will be required to work in the office with the possibility of working remote as business needs allow.

Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.

Physical Requirements:

Physical Demands: ​ Lifting/ Carrying (0-50 lbs.), Push/ Pull (0-50 lbs.)

Work Position: Sitting, Walking, Standing

Additional Physical Requirements/ Hazards

Physical Requirements: N/A

Hazards: N/A

Mental/Sensory – Emotional  

Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking
Emotional: Fast pace environment, Able to adapt to frequent change, Frequent and Intense Customer Interactions, Able to Adapt to Frequent Change

Workday Day (United States of America)

EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.