Remote Call Center Supervisor

­ditional Information About the Role BJC Access Center provides after hours support to our patients, hospitals and care givers. Call Center Supervisor - hybrid schedule, must reside in MO or IL Hours will be Tuesday - Friday 12:00pm - 8:30pm, Saturday 9am-5pm. Overview BJC Medical Group is the multi-specialty physician organization of BJC HealthCare and includes over 600 doctors and advanced practice providers who are affiliated with the top-ranked hospitals in the area. Since 1994, BJC Medical Group has provided access to the world’s best medicine through caring people and integrated systems. The providers are nationally recognized for excellent patient satisfaction and quality health care. BJC Medical Group physicians are trained and certified in over 25 medical specialties and serve patients in more than 125 locations in the greater St. Louis, mid-Missouri and southern Illinois areas. Role Purpose The Customer Service Supervisor (Access Center) is responsible for the daily oversight of Access Center staff and operations, ensuring operational standards, quality standards and customer service expectations are consistently met. This position serves as the day-to-day leader for Access Center staff, providing coaching and development, training, and issue resolution for staff. This position also assists with department-level performance improvement initiatives and employee engagement activities. Additionally, the Customer Service Supervisor develops and maintains relationships with the BJCMG operational leaders and staff. Responsibilities May participate in the development of departmental staffing, revenue and/or expense budgets and having direct responsibility for adhering to those goals. This includes responding to changes in the business which may affect the ability to achieve the budget goals. Manages individual(s) including but not limited to: hires, trains, assigns work, manages & evaluates performance, conducts professional development plans. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership. Maintains a thorough knowledge of unit, department, and BJC; provides subject matter expertise for team members; provides issue resolution and process clarification; navigates the electronic health record and call center specific technology and serves as a subject matter expert for all technology. Maintains the accuracy of existing department standard work, job aides, and resources, and assists in the development of new ones; communicates documentation changes to existing team members. Manages daily staffing requirements, ensuring each team is staffed for the anticipated workload; regularly monitors call volume and metrics (e.g., staff productivity, abandoned call rate, average speed of answer, etc.) and applies appropriate judgment and critical thinking to shift staff assignments accordingly. Supports and may lead operational improvement and process improvement initiatives to promote a high reliability organization and improve patient and provider experience; develops and delivers training on process changes to existing team members. Ensures effective reporting to and communications with clients, including HSO leadership, physicians and department leadership; collaborates and acts as a key liaison with BJCMG practice leaders to support continuity of care and ensure accurate provider information is maintained. Performs Other Responsibilities as Assigned Minimum Requirements Associate's Degree 5-10 years of experience <2 years of supervisory experience Preferred Qualifications Bachelor's Degree 10+ years of experience 2-5 years of supervisory experience Benefits Statement Note: not all benefits apply to all openings - Comprehensive medical, dental, life insurance, and disability plan options - Pension Plan*/403(b) Plan - 401(k) plan - Tuition Assistance - Health Care and Dependent Care Reimbursement Accounts - On-Site Fitness Center (depending on location) - Paid Time Off Program for vacation, holiday and sick time *Pension does not apply to Memorial Hospital, Memorial Hospital East, Alton Memorial or Parkland Health Center Legal Statement The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer