Call Center Supervisor Diabetes and Endocrinology Orlando FT Days
Location: Maitland, Florida
Internal Number: 21034315
Call Center Supervisor AdventHealth Orlando Diabetes Endocrinology
Location Address: 2415 N. Orange Blossom Trail Orlando, FL 32804
Top Reasons to Work at AdventHealth
Faith based & mission driven organization
Central Florida’s premier multi-specialty medical group
Comprehensive Employee Benefits such as Educational Reimbursement
CREATION Health employee wellness and lifestyle programs
Positive working climate to support a work life balance
Work Hours/Shift:Full Time Days Mon-Fri 8am-5pm
You Will Be Responsible For:
Support, oversee, and manage the productivity and performance of the team.
Provides Daily, Weekly and Monthly Reports to assure highest quality of standards to patients and families.
Provides ongoing call review and education for phone agents.
Oversee development, implementation, and continuous improvement of standardized processes and metrics
Supports and participates in marketing initiatives for Advent Health Physician Group, in collaboration with marketing departments and the management team.
Supports offices in a cost-effective, efficient manner assuring that phone staff meet the expectation of
delivering high quality services in a courteous and friendly atmosphere.
Assures the call center follow HIPPA and security regulations.
Assures staff is scheduled to provide adequate coverage during all hours of operation using flexible
staffing and recommending float employees when appropriate.
Ensures accurate time and attendance records are kept and reported in a timely manner.
Works to ensure staff schedules are maximized for efficiencies and productivity on a daily basis
What You Need:
High school graduate or equivalent required.
1 year experience in a customer service field.
Supervisory and management experience.
Call Center Management
Working Proficiency in Microsoft Office Application
The Call Center Supervisor is responsible for the day-to-day operational success of their assigned pod. The pods are responsible for handling all scheduling phone calls for a multi-practice group of specialty physicians. The supervisor is responsible to provide support, including compliance, auditing, and ensuring cost-effective, high-quality customer service for all patients/callers. Responsible for meeting customer service targets as well as planning areas of improvement or development. Works to create an environment of efficient operations in cooperation with the appropriate support systems to provide timely and accurate information as needed. Determines call center/pod operational strategies by conducting needs assessments, performance reviews and capacity planning. The supervisor will contribute information and analysis to aid in organizational strategic plans. Will be super-user in HER system and Five9 telephony system. Responsible for ensuring the consistent and appropriate interpretation, evaluation and application of policies and procedures.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.