Call Center Supervisor

Job Title: Call Center Supervisor
Job Type: FT, Remote

Your experience matters Access Point

At Access Point, we are committed to empowering and supporting a diverse and determined workforce who can drive quality, scalability, and significant impact across our hospitals and communities. In your role, you'll support those that are in our facilities who are interfacing and providing care to our patients and community members. We believe that our collective efforts will shape a healthier future for the communities we serve.

How you'll contribute

The Centralized Scheduling Supervisor will assist the Access Point leadership team in overseeing daily operations in the Centralized Scheduling Department. The Supervisors is responsible for leading a team of call center schedulers who are interacting with patients telephonically on a day to day basis. Daily du-ties include training, monitoring, mentoring and assisting associates with call handling and trouble shoot-ing. Handling escalated calls professionally and serving as a role model for the team. Provide assistance in developing training tools and resolving process issues to improve performance for our clients. Ensure team quality and productivity goals are achieved on a daily basis.

Essential Functions

Oversee all aspects of daily team activities including all activities related to inbound and outbound scheduling.

· Collaborate with Lacuna Health and LifePoint Physician Organization leadership in the design, implementation, and ongoing improvement of inbound scheduling workflows across all markets.

· Interview, hire and onboard new employees and work closely with them to bring them to full capability.

· Monitor key productivity indicators such as scheduling accuracy and adherence to protocols, waiting times, abandonment rates, etc. to ensure the team stays focused on serving our clients.

· Ensure team has a solid understanding of their daily goals and how to achieve those goals.

· Responsible for helping to resolve problems and complaints. Assists with escalated calls.

· Communicate solutions, successes and opportunities to the team with an eye on continual improvement.

· Perform call monitoring, coaching, and training, disciplining and reviewing team daily, weekly and monthly.

· Work to consistently have tools and aides for employees that are accessible, accurate and current to ensure that the team receives appropriate support and training.

· Foster a team mentality and approach to improvement and serving our customers well.

· Be present and available for your team, communicate positively and provide feedback and construc-tive criticism to affect the entirety of the team's operations.

· Keep track of attendance, daily statistics, paid time off, sick time, etc.

· Maintain department's policies and procedures, reviewing and updating as needed.

Qualifications and requirements

Education: Bachelor's degree or equivalent experience.

Experience: 1+ year's management experience including hiring, training, coaching and discipline re-quired. 1+ years call/contact center management experience, focusing on inbound and outbound call pro-grams

About Us Access Point
Access Point is part of Lifepoint Health, a diversified healthcare delivery network committed to making communities healthier® with acute care, rehabilitation, and behavioral health facilities from coast to coast. From your first day to your next career milestone-your experience matters

EEOC Statement

"Access Point is an Equal Opportunity Employer. Access Point is committed to Equal Employment Opportunity for all applicants and employees and complies with all applicable laws prohibiting discrimination and harassment in employment."

Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.