Job Description

Job Description

Job Description

First Choice Health Centers is seeking an experienced Patient Experience Supervisor to lead our Call Center team. The ideal candidate will have a proven track record in managing a team of non-exempt associates in a call center setting. This individual will be responsible for overseeing the daily operations of our call center, ensuring that our team meets performance goals and delivers exceptional customer service. You will play a critical role in managing, coaching and supporting call center representatives to achieve both individual and team objectives.

Location: East Hartford, CT

Status: Full time exempt

Why First Choice?

We are committed to you! We offer great training, great benefits, career growth and employee well-being! For part time employees:

• Medical, Dental and Vision Insurance for employees working 30 hours or more
• 20 days of Vacation, 8 Paid Holidays, and 2 Floating Holidays per year
• Company paid Life insurance
• Voluntary Term, Whole Life, Accident and Critical Care Insurance
• Retirement savings program, including a safe harbor 401k with up to a 4% company match after 6 months of employment
• Complimentary premium Calm membership for you and 5 additional memberships you can share (#1 mental health app)
• Recognition programs
• Primarily a Monday through Friday schedule working 8:00 am to 4:30 pm. There is one late night until 6 pm with an offset of leaving on Friday at 3 pm.
• The annual pay range for this position is $60,000 - $67,000. Pay is based on several factors including but not limited to work experience certifications, etc.

For more than 25 years First Choice Health Centers has been a leading nonprofit human services organization that breaks down barriers to care helping individuals and communities live healthier lives. To learn more about First Choice Health Centers, visit us at firstchc.org.

Minimum Knowledge, Skills & Abilities Required:

• High School diploma or equivalent required; Associate's or Bachelor's degree in Business, Management, Healthcare or related field preferred.

Experience and Training :

• Minimum of 2 year's leadership experience
• Minimum of 2 years' administrative support-level experience in a healthcare environment, including emphasis on patient-based customer service.
• Minimum of 2 years' experience using an enterprise-class Electronic Health Records system, with at least one of those years supporting eClinicalWorks.
• Previous experience in a Federally Qualified Health Center a plus
• Strong knowledge of HIPAA rules and regulations.
• Supervisory experience required

Key Responsibilities:

• Team Management: Supervise, coach and mentor a team of call center representatives, providing regular feedback and performance evaluations to ensure high levels of motivation and productivity.
• Performance Monitoring: Track and analyze key performance metrics, including call volume, response time and customer satisfaction, to identify trends and areas for improvement.
• Training and Development: Conduct training sessions to improve team skills and knowledge, ensuring adherence to company policies, procedures and best practices.
• Quality Assurance: Monitor and evaluate calls for quality assurance, providing constructive feedback and implementing strategies to enhance service delivery.
• Issue Resolution: Handle escalated customer complaints and complex issues, working to resolve them effectively and maintaining high levels of customer satisfaction.
• Reporting: Prepare and present regular reports on team performance, productivity, and other relevant metrics to management.
• Resource Management: Ensure adequate staffing levels and manage scheduling to meet call center demands and operational needs.
• Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness within the call center.
• Compliance : Ensure compliance with company policies, procedures, and regulatory requirements, maintaining a high standard of ethical and professional conduct.

First Choice is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

First Choice is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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