Terry White

Overview

Call Center Operations Supervisor oversees day-to-day operations of patient referral intake process and all Access Management Agents, including daily contact with patients, clinical staff, physician offices and other healthcare providers; responsible for monitoring productivity, quality metrics, and SLA performance; responsible for the overall patient referral intake process, this position involves friendly and courteous, direct patient contact via telephone, as well as friendly contact with all clinic staff.

• Leadership experience in a contact/call center setting required.
• 5+ years’ experience working in a healthcare contact center environment.
• Previous experience managing teams of 20+ employees in a remote setting.
• History of managing metrics and patient outcomes.
• Responsible for all aspects of Agent hiring, training, and termination for their span of control within the broader department.
• Serve as liaison between Clinic Staff, and Access Management Agents to resolve issues related to referral intake, registration, and scheduling
• Continuously analyze departmental needs and suggest ways to improve productivity, accuracy, and quality; while communicating new policies, workflows and expectations with all direct reports.
• Demonstrate a dedication to exceptional customer service and company goals. Drive this expectation to department team members to maintain department standards for quality, SLA adherence, and workplace discipline
• Responsible for handling issues escalated by Agents or patients through to resolution.
• Oversee day to day Agent performance management along with overseeing the annual review process for Access Management Agent staff
• Partner with field operations district leaders to align on goals, targets, and market needs
• Provide ongoing monitoring of quality provided by Access Management Agent Staff in partnership with QA teams. Support training of for Access Management direct reports in partnership with department Trainers.
• Professional presence – with both peers and managers
• Proficient in ATI’s application suite (e.g. Touchstone, Scheduler)
• Strong communication skills up, down and across the management chain
• Proficient with Microsoft word, Excel, Power Point and Teams
• Works well in a team environment
• Strong time management skills
• Ability to organize and manage multiple priorities
• Strong presentation skills
• Strong executive presence
• Maintain a positive attitude despite challenges
• Strong leadership ability
• Able to motivate others to do their best
• Able to modify teaching style based on learner’s needs