The Supervisor is responsible for overseeing the daily operations of the Central Intake Clinical Care Representative team, including guidelines/protocols, processes, metrics adherence, call flows, and technical support. The Supervisor is responsible for leading and providing feedback to aid Clinical Care Representatives in meeting/exceeding performance expectations and the needs of our patients.
ESSENTIAL FUNCTIONS
- Directly supervises clinical staff
- Coordinate training with the Clinical Educator and Department Coordinator for new staff members within department
- Works with the Quality Analyst and Clinical Educator to perform initial and regular competencies and quality reviews of clinical staff to assure clinical standards are met and maintained
- Evaluates staff performance and effectiveness and facilitates quarterly meetings with individual staff to discuss performance and goals or on an as-needed basis more frequently.
- Mentors and counsels staff to include progressive disciplinary actions
- Acts as first line resource for Clinical Care Representative staff and assists with escalated patient issues
- Monitor call center metrics based on call volumes, average speed to answer, abandonment rate and service levels.
- Utilizes analytical tools and data-centric thinking to evaluate and inform decisions regarding daily operations and Clinical Care Representative performance.
- Focus on ensuring patient satisfaction, compliance, and efficiency
- Perform duties of a Clinical Care Representative when required such as during peak volume timeframes
- Evaluates workloads, patient flow and efficiencies and collaborates with Practice Manager, Department Coordinator and Clinical Educator on improvements
- Acts as first line resource for IT issues
- Collaborate with Clinical Educator to coordinate a competency structure for staff to include program development, content, assessment, documentation, and maintenance of training records
- Collaborates with Clinical Educator and Department Coordinator to develop and implement new programs and processes to better serve our patients and team members
- Provides coverage for Practice Manager and Department Coordinator in his/her absence (blocks, reschedules, On-Call)
- Conducts Clinical Care Representative staff interviews and is involved in hiring decisions.
JOB REQUIREMENTS
- Bachelor’s degree desired, preferably in nursing or healthcare
- Successful completion of RN program; unencumbered Maine RN license
- Minimum 2 years supervisory experience in a clinical setting preferred
- Call Center experience preferred
- Proficiency in MS office applications; Word, Excel, Power Point, Outlook
- Excellent analytical skills, professional judgment and decision-making ability
- Proven Leadership skills
- Excellent communication skills both oral and written
- Ability to foster an enhanced team environment
- Ability to prioritize, organize, and plan work independently
- Committed to excellence in customer service and clinical care