Clinical Call Center Supervisor

JOB SUMMARY

The Clinical Call Center Supervisor will supervise and lead remote call center associates who support the delivery of quality Medication Therapy Management (MTM) services. The team processes outbound/inbound calls via VOIP to schedule patients and to do intake for MTM services. The Clinical Call Center Supervisor will support Clinical Services by ensuring direct reports meet operational goals and performance and quality expectations.

ESSENTIAL DUTIES & RESPONSIBILITIES

Task

Percentage of Duties (must add to 100%)

Supervise, Lead and Develop Clinical Associates

• Oversee day to day clinical call center operations to support associates and to meet performance goals and business objectives, including:

o Supporting, monitoring, and optimizing team performance through analysis of current productivity, processes, capacity, and resources.

o Communicating with team and responding as needs or questions arise

o Real-time monitoring of teams’ activity

 Monitor inbound calls and queues, and track key performance indicators such as abandonment rate, calls completed, and quality.

o Aid in quality audits, grievances, application issues and triage technology/business application issues, as needed

• Respond in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution

• Manage team workflows to ensure efficient customer service operations.

• Lead and develop team through coaching and identification and/or provision of educational resources

• Collect, monitor, analyze, and report on operations metrics

• Assist with the development and maintenance of policies, procedures and rubrics.

90%

• Participate in the selection and hiring of associates and their orientation and training, as needed

• Conduct performance appraisals, as well as goal setting and development conversations. Manage performance concerns as needed.

• Ensure, with support of Outcomes Quality Assurance and Compliance, services are delivered in compliance with all regulatory requirements and associates operate within guidelines and meet requirements

o Regularly evaluate performance of assigned personnel.

o Monitor recorded calls and coach for efficiency and improvements

o Collaborate with Outcomes Quality Assurance to ensure quality expectations are met

o Ensure associate competency via training, competency assessments, and other means, if necessary

• Review and approve payroll. Monitor attendance. Manage employee leaves of absence, FMLA, call offs, etc. Coordinate with workforce management regarding associate time-off, creation of associates schedules, staffing requirements, etc.

• Create agendas, facilitate, and lead team meetings to discuss weekly performance, significant developments, upcoming trainings and events, and staffing. Ensures team’s alignment on new policies and procedures

Support Outcomes Business Objectives

• Support Outcomes business objectives such as workflow design and management, process and policy review, testing, new project and workflow innovation and support, etc.

5%

Support Staffing

• Serve as a player/coach by actively engaging in live patient calls when needed

5%

• Participate in Clinical Services’ strategic plan development and execution of assigned goals

• Promote a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity.

• Other duties as assigned

• Meet performance expectations set forth by manager

• Comply with the Outcomes Telecommuter Policy and other specific policies and procedures

KNOWLEDGE & REQUIREMENTS

Required:

• Ability to lead in a diverse, fast-paced, ever-changing environment

• Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, accuracy and accountability

• Maintain a level of persistence and follow-up to ensure team is fully supported

• Excellent time management skills (prioritizing and follow-up)

• Strong written and verbal communications skills; ability to collaborate with all levels in the business unit and other business unit leaders.

• Proficient in Microsoft office suite, emphasis Excel

• Performance coaching and team growth skills

• Proficient telephony application knowledge (preferred Genesys™ experience)

Preferred:

• Strong understanding of HIPAA, TCPA, and compliance measures related to the delivery of clinical telephonic services

• Knowledge and understanding of the 5 Core Elements of MTM Services, CMS guidelines, and quality measures

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience: 4 years

• Minimum level of education or education/experience: Bachelors Degree or equivalent work experience

Required:

• Leadership experience (indirect or direct)

• 1+ years of remote work experience

Preferred

• Pharmacy and/or health care experience

• Experience leading or managing remote teams

• Experience in project or product management and / or compliance