Planned Parenthood South Texas is the region's most trusted name in women's health. Operating 7 health centers, our mission is to provide and protect the information people need to plan their families and their futures. We are seeking dynamic, qualified individuals to join our amazing Planned Parenthood family.
Planned Parenthood South Texas is seeking a spectacular Contact Center Supervisor! We offer excellent benefits that include: medical, dental, vision, disability and life insurance, paid holidays, paid time off, a 401k retirement plan & more!
POSITION SUMMARY:
This position supports all aspects of the health centers and is responsible for leading our group of Contact Center Agents (CCA) to better performance and improved service quality. The Contact Center Supervisor (CCS) provides the CCA staff with opportunities to expand their knowledge of services and troubleshooting techniques, analyzes contact center data and focuses on improving performance and processes in an effort to better support patients. The CCS will work closely with the Director of Patient Access & Experience in establishing contact center goals.
ESSENTIAL FUNCTIONS:
1. Performs all tasks according to Planned Parenthood operational policies as well as relevant HIPAA and other regulatory requirements, including safety and security guidelines.
2. Working closely with the Director of Patient Access & Experience, effectively assists as directed in hiring, training, coaching and leading the CCA staff to ensure an exceptional patient experience.
3. Efficiently guides the CCA's through difficult calls and/or issues, diffusing upset callers or handling issues that cannot be fielded by the CCA staff and manages the day-to-day operations of the Contact Center.
4. Leads team meetings, engages with team members to better understand the calls the staff are receiving, educates and coaches staff regarding processes and practices and explains expectations to CCA staff.
5. Builds good working relations with the Senior Management team and provides data reports in identifying trends and meeting established contact center goals.
6. Ensures that CCA staff are achieving desired service levels and takes corrective action as needed.
7. Prepares timely reports and analyzes contact center data to improve processes, ensuring resources are properly allocated, maximizing efficiency and patient satisfaction.
8. Regularly provides Contact Center productivity reports to the Director of Patient Access & Experience and measures KPI's by tracking metrics via scorecards.
9. Takes on other tasks or projects to support CCA staff, Center Managers and occasionally Patient Navigation staff.
10. Works as part of medical services team to meet established productivity standards for patient numbers, quality and customer service. Meet productivity standards specific to contact center.
11. Assists in identifying issues and trends and make recommendations to help improve overall customer service experience by regularly monitoring CCA staff calls for quality assurance.
12. Participates in training sessions, including computer-assisted learning, as required.
13. Primary guardian of contact center workforce management, creating schedules and adjusting staffing as needed to ensure service levels are met or exceeded.
14. Acts as an administrator for the telephony system and trouble shoots issues directly with the vendor on behalf of staff as assigned.
15. Takes calls during peak call times or on high call volume days to preserve service levels and assist the team in maintaining timely service to patients.
16. Participates in ongoing review and improvement of electronic health records (EHR).
17. Performs other related duties as assigned.
18. Complies with the House Rules, which area required part of the organization’s orientation, training and performance standards.
QUALIFICATIONS:
EDUCATION & EXPERIENCE:
Bachelor's Degree preferred. Minimum 2 years of lead, supervisory or management experience required, particularly in a health care or call center setting, with direct experience in EHR systems, scheduling, customer service and insurance verification processes. Athenanet EHR experience preferred. Familiarity with women's reproductive healthcare preferred.
SKILLS & ABILITIES:
- Demonstrate leadership and management aptitude.
- Ability to work as a team member and a team leader.
- Strong supervisory skills with ability to manage people from diverse backgrounds.
- Excellent inter personal skills.
- Ability to establish and maintain effective, positive and professional relationships with all individuals.
- Excellent communication skills (verbal and written) are required.
- Ability to make independent decisions that show sound, professional judgment.
- Ability to work independently, prioritize, meet deadlines and multi-task.
- Ability to work a varied schedule, which could include Saturdays, early mornings & evenings, depending on call volume and data analytics.
- Demonstrate great attention to detail.
- Bilingual in Spanish preferred.
- Fully functional in Microsoft Office (Word, Excel, Outlook, PowerPoint).
- Ability to proficiently utilize and train others in the use of Athena EHR and Dialpad systems.
- Access to reliable transportation with ability to travel within the service delivery area regularly.
- Sensitive and competent regarding issues of multiculturalism.
- Comfortable with issues of sexual and reproductive health.
- Able and willing to work for an organization that supports a patient’s right to make personal decisions regarding health care including their right to choose what option is best for them if faced with an unintended pregnancy.
- Demonstrates a strong, personal commitment to the organization’s position on customer service, internally and externally, for all clients, all services and all departments.
Planned Parenthood South Texas is an Equal Opportunity Employer
At Planned Parenthood, our goal is for all individuals to feel a sense of belonging. We strongly embrace diversity and appreciate the differences - the varied perspective, reflection and insight - each individual brings to Planned Parenthood. We are an organization of inclusion - with equity, equality, and respect given to all individuals - regardless of their race, ethnicity/culture, color, national origin, citizenship, language, religion, sex/gender, gender identity or expression, sexual orientation, age, physical characteristics, disability, genetic information, marital or relationship status, pregnancy or pregnancy-related conditions, socioeconomic position, military/veteran status, or any other characteristic protected by law. At Planned Parenthood, we are all In This Together.
Please visit
www.ppsouthtexas.org to learn more about the important work we are doing at Planned Parenthood.
PI270689673
