Call Center Supervisor

• All the benefits and perks you need for you and your family** **:** · Benefits from Day One · Paid Days Off from Day One · Student Loan Repayment Program · Career Development · Whole Person Wellbeing Resources · Mental Health Resources and Support **Our promise to you** **:** Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that **together** we are even better. **Schedule** **:** Full Time **Shift** :Days **Location** **:** 3000 MEDICAL PARK DR, Tampa, 33613 **The community you’ll be caring for** **:** AdventHealth Medical Group West Florida · Rollover PDO with service year increases in accrua · Comprehensive benefits package; including tuition reimbursement and matching 403b plan · Patient facing positions receiving company paid initial sets of scrubs · Company Discount programs · Growing Organization · Reimbursement for clinical position certifications **The role you’ll contribute** **:** The Digestive Health Institute is embarking on a program to centralize patient communications in a specialized call center. This Call Center will enhance the patient experience by handling both inbound and outbound calls, as well as emails, webchats, text messages and telemedicine. The Call Center will utilize technology to significantly enhance patient care from first contact through their entire care continuum, as well as after their care. The Call Center Supervisor is responsible for the day-to-day operational success of the call center for the Digestive Health Institute. The Call Center is responsible for handling all patient, family and physician phone calls for a multi-practice group of specialty physicians. The supervisor is responsible to provide support, including compliance, auditing, ensures cost-effective, high-quality customer service for all patients/callers. Responsible for meeting and possibly setting customer service targets as well as planning areas of improvement or development. Works to create an environment of efficient operations in cooperation with the appropriate support systems to provide timely and accurate information as needed. Determines call center operational strategies by conducting needs assessments, performance reviews and capacity planning. The supervisor will contribute information and analysis to aid in organizational strategic plans. Responsible for ensuring the consistent and appropriate interpretation, evaluation and application of the policies and procedures as established by Florida Hospital. Call center supervisor will ensure that calls are answered by staff within the agreed time scales and in an appropriate manner. Monitors daily and weekly reports to provide training opportunities for agents. Provides ongoing education to agents on customer service techniques. Promotes and develops effective and efficient communication in order to promote a positive work environment and optimal operational workflow. Identifies and evaluates technologies, defines user requirements; production productivity, quality and customer service. Promotes and develops effective and efficient communication in order to promote a positive work environment and optimal operational workflow. **The value you’ll bring to the team** **:** · Promotes the philosophy, mission and vision of Florida Hospital, Florida Hospital Physician Group and Adventist Health system to employees, patients, and other contacts outside the facility. · Provides for a safe and complete environment for the delivery of patient care through operational processes and protocols, inventory control, and equipment checks. Corrects any known deficiencies. · Maintains effective relationships and open communication with patients, families, management, staff, contractors’ insurance companies and the outside community. · Works with Practice Manager in recruitment, selection, orientation, evaluation of staff and dismissal, with the exception of employed physicians. · Support, oversee, and manage the productivity and performance of the team. Qualifications **The expertise and experiences you’ll need to succeed** **:** · High School Grad or Equiv · 1 Related Experience This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location. **Category:** Patient Experience **Organization:** AdventHealth Medical Group West FL **Schedule:** Full-time **Shift:** 1 – Day **Req ID:** 25021254 We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.

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