WellSpan Health
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Job Location: York, Pennsylvania
Job Type: Full-Time/Regular
Department:
Clerical and Administrative
Shift:
Days
Hours:
Full time day shift. Some evenings, possible weekend oversight.
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Job Description
Supervisor - Contact Center
About the Position
This position is responsible for the daily operation of the Contact Center functions and serves as a liaison between the Contact Center and the Medical Group Practices. Develops and implements policies and procedures that guide best practice outcomes. Completes administrative duties including recruiting, orientation, training, performance evaluation, payroll, and counseling of staff.
The qualified candidate will be responsible for carrying out the following duties:
- Possess, initiate and mentor customer service excellence.
- Pro-actively partners with practices to maintain strong relationships.
- Serves as a primary contact for problem resolution and information gathering for customer complaints.
- Works proactively with staff to identify areas for improvement, to facilitate problem resolution and to provide and maintain excellent participant/client service.
- Oversees staff by providing leadership and support in daily operations of appointment scheduling, registration and insurance information collection.
- Responsible for ongoing training, education and call monitoring for staff and conducting performance reviews in accordance with System Policies.
- Champions change, motivating persuasively and getting results.
- Routinely monitors processes and outcomes to ensure the overall quality of service is met or exceeded.
- Plans budget in coordination with the Manager of Access and Medical Group Administration to ensure appropriate staffing levels, equipment and enhancements necessary to meet service standards.
- Stays current on system functionality to ensure system utilization is optimized.
- Recognizes and recommends operational improvements.
- Coaches staff to promote professional growth and employee retention.
Qualifications
- Able to work well in a team environment as a member/leader.
- Excellent communication skills - written and verbal.
- Computer skills
- Supervisory experience preferred
- Associate’s Degree preferred
WellSpan Health
WellSpan Health is a not-for-profit, community based health care system serving more than 650,000 people in south central Pennsylvania and northern Maryland. York Hospital, a 570+ bed community teaching hospital, and Gettysburg Hospital, a 76-bed acute-care facility, are the cornerstones of the health system. The organization has received significant, national recognition, including being named a “Top 100 Integrated Health Network” by Verispan, being one of the “Top 25 Connected Healthcare Facilities” by Health Imaging and IT and York Hospital has been named a “Top 100 Hospital” by Solucient seven times. WellSpan Health is an integrated health system with more than 60 care sites, 8,000 employees and seven residency programs.
The Community
WellSpan Health facilities are located in York and Adams counties, which offer an ideal living environment to match the quality of work-life balance you're seeking. York boasts abundant outdoor and cultural activities, including restaurants, theatre, golf courses, hiking trails and water sports. The community is only one hour from the Baltimore/DC metro area and about two hours from Philadelphia.
If you value a strong sense of community, the more palatable pace of a smaller city, and the convenience of a workplace close to home, you'll realize the advantages of considering WellSpan Health as part of your future.
Required Skills
Excellent communication skills - written and verbal
Supervisory experience preferred
Associate’s Degree preferred
Required Experience
1 - 2 years
How to Apply:
WellSpan Health
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