Supervisor, Contact Center - Enterprise New Patient Services

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

Under the general direction of a Patient Access Manager, the Supervisor, Contact Center will oversee call center representatives, support day-to-day operations and ensure a high level of customer satisfaction. Independently exercises discretionary powers to solve managerial and/or operational problems.

As a successful candidate, you will:

Personnel Management

• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning work, coaching, counseling, and disciplining employees; administering timekeeping system; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Customer Service

• Ensure a high level of customer service by conducting weekly quality monitoring of calls; motivating and encourage agents through positive feedback; taking difficult calls when an agent needs assistance; working to resolve patient and provider complaints; establish regular meetings with providers and other departments to review call center performance.

Operational Management

• Continuously assess and streamline processes, establishing and implementing standard work, maintaining performance boards, monitoring metrics, coordinating meetings and facilitating workgroups. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

Special Projects

• Handle special projects involve supporting work related to various strategic initiatives such as improving patient access, improving patient satisfaction, and implementing new systems.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Your qualifications should include:

• High School Diploma or equivalent.
• 2 years of related experience in a healthcare environment.
• 1 year of leadership experience.
• Preferably: Bachelor's Degree preferred. Call or Contact Center environment.

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

City of Hope is an equal opportunity employer. To learn more about our Comprehensive Benefits, please CLICK HERE.