[Hiring] Answer Line Call Center Supervisor @BJC HealthCare

Role Description

This position is responsible for the daily oversight of the Answer Line staff and operations, ensuring operational standards, quality standards and customer service expectations are consistently met.

• Serves as the day-to-day leader providing coaching and development, training, and issue resolution for staff.
• Assists with department-level performance improvement initiatives and employee engagement activities.
• Develops and maintains relationships with key operational leaders and key stakeholders.
• This is a remote position, must reside in Missouri or Illinois.
• Must have flexibility to work evenings/weekends as needed and a rotating on-call shift monthly.

Qualifications

• High School Diploma or GED
• 2-5 years of experience
• Supervisor experience: less than 2 years

Requirements

• 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.
• May participate in the development of departmental staffing, revenue and/or expense budgets and having direct responsibility for adhering to those goals.
• Provides access for consumers to BJC hospitals and HSOs by overseeing the call center functions.
• Defines and monitors clear and measurable objectives, including quality assurance of phone calls.
• Ensures effective reporting to and communications with clients, including HSO leadership, physicians and department leadership.
• Assumes responsibility for professional enhancement; maintains a thorough knowledge of unit, department, and BJC.
• Develops and delivers training programs for staff relating to operational and healthcare offerings.
• Identifies and resolves operational problems using defined processes, expertise and judgment.
• Ensures audits are conducted, standards are met, successful outcomes are achieved.
• Monitors and reports call center productivity and success indicators including staff productivity, abandon call rate, average answer speed, appointments scheduled, filled fields and caller satisfaction.

Benefits

• Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date
• Disability insurance paid for by BJC
• Annual 4% BJC Automatic Retirement Contribution
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance