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Licensed Clinical Contact Supervisor @Ashfield Healthcare, LLC

[Hiring] Licensed Clinical Contact Supervisor @Ashfield Healthcare, LLC

Mar 29, 2025 - Ashfield Healthcare, LLC is hiring a remote Licensed Clinical Contact Supervisor. 💸 Salary: unspecified. 📍Location: USA.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The Licensed Call Center Supervisor manages a team of virtual clinical educators to ensure high-quality support and business goals are met in accordance with compliance requirements.

  • Supervise call center staff, including active performance management
  • Provide day-to-day supervision of the communicators
  • Implement and communicate performance standards
  • Provide clarity, gain commitment, and hold accountable on performance expectations
  • Join frequent meetings and calls without disruption or disconnecting
  • Coach team members for success and support individual development of direct reports
  • Conduct performance evaluations for designated staff members
  • Conduct new hire interviewing and training
  • Address performance issues, including disciplinary actions and terminations in a timely manner and according to Inizio policies
  • Proactively monitor staffing levels
  • Coordinate and deliver program trainings as required by program
  • Create and implement initiatives designed to encourage teamwork and increase employee engagement
  • Supervise call floor operations
  • Deliver service that meets or exceeds client KPI’s
  • Maintain all service levels
  • Ensure that all client needs are met with a high degree of quality and compliance to applicable Policies and Standard Operating Procedures
  • Manage call center operations in a fiscally responsible manner
  • Strategize and collaborate with internal teams to foster a culture and service of continuous quality improvement
  • Monitor inbound/outbound customer service calls to ensure script adherence, call integrity, adverse events compliance, HIPAA compliance and proper phone technique
  • Develop a contingency plan to maintain adequate coverage levels in the event of staff shortages
  • Analyze daily, weekly and monthly call metric and productivity reports and database metrics
  • Share analysis with Business Unit Leadership Team and offer recommendations based on analysis
  • Oversee the handling of alternate channel requests including email, voice mail and white mail
  • Assist with the implementation of program modifications and the scheduling of special call programs
  • Assist Client Account Manager or designee in the development and implementation of new client programs
  • Assist in the development of quality improvement programs to increase productivity and improve service levels
  • Develop contact center policies and procedures
  • Safeguard patient privacy and confidentiality by following HIPAA guidelines

Qualifications

  • Current RN or RT (Respiratory Therapist) EST or CST time zone preferred
  • Five years experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience
  • General understanding of call management systems, such as CentreVuSupervisor
  • Adept at all applicable computer software, i.e., Word, Excel, Powerpoint, Outlook and Avaya CMS
  • Outstanding customer service, communication, and interpersonal skills
  • Must possess the ability to train and motivate staff members

Benefits

  • Competitive compensation
  • Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and bonding time benefits, employee discounts/promotions
  • Generous performance-driven Incentive Compensation package
  • Competitive environment with company wide recognition, contests, and coveted awards
  • Exceptional company culture
  • Recognized as a Top Workplace USA 2021
  • Awarded a “Great Place to Work” award in 2022 and 2023
  • Fortune Best Workplaces in Biopharma 2022

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Before You Apply
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📍 Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Customer Service
Licensed Clinical Contact Supervisor @Ashfield Healthcare, LLC
Customer Service
Salary 💸 unspecified
Remote Location
USA
Job Type full-time
Posted Mar 29, 2025
Apply for this position Unlock 54,428 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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