Supervisor, Call Center

UPMC is looking for a new Supervisor for the Call Center. This Supervisor will oversee 9 employees across 3 different sites. These sites are located in Harrisburg and Mechanicsburg. This call center oversees scheduling for 75 cardiac providers.This position will have to travel to the sites they supervise on a weekly basis for rounding. Reliable transportation is a must!Schedule: Monday – Friday anywhere from 7:30 am – 4:30 pm. Schedule will have to be flexible. This Supervisor will be on call on weekends and holidays for emergencies with providers’ schedules - this is a rare occasion.Purpose:This position is responsible for maintaining the overall operational efficiency of the Call Center, the schedule utilization in Epic, and the team. use of Epic templates and the Cisco phone system to facilitate appropriate patient access. Facilitates patient scheduling and movement into, and out of the UPMC health care experience. Ensures that agents have the knowledge and skills to answer customers' inquiries, conducts training for all scheduling staff, and processes requests for appointments and addresses problems quickly and effectively. This role involves problem solving provider issues as well as working closely with the physician schedule coordinators and management team.Responsibilities:Manages and ensures utilization and efficiency of office- based schedules. Maintains and confirms processes are in place to collect all relevant demographic and insurance information for the patient, promote the UPMC patient portal, and check referral requirements at time of scheduling contact. Manages and defines staffing needs, interviews, hires, trains, evaluates and manages personnel for the call center, departments assigned in conjunction with all deadlines, goals and customer service excellence guidelines of the UPMC organization. Maintains and monitors call center performance, quality and performance (Epic and Cisco); identifying and resolving issues, preparing and completing action plans, reports and completing random call audits. Develops collaborative relationships within Central PA UPMC HVI departments, and providers supported by the call center. Engage in open communication with CBO education and training personnel regarding information system, and payers. Communicates UPMC organizational and Epic changes to staff for proper implementation. Performs in accordance with system-wide competencies/behaviors. Performs other duties as assigned. Associate degree requiredwith 5 years of experience in a supervisory capacity within a call center or related field (medical office, scheduling within a healthcare environment). BA/BS preferred in a healthcare or management fieldrequires a minimum of 2 years of experience in a medical environment in a supervisory capacity with a call center or related field. (medical office, scheduling within a healthcare environment) Equivalent years of experience will be considered in lieu of a degree. Working knowledge of basic medical terminology required. Excellent verbal and written communication skills. Ability to motivate and improve team performance. Licensure, Certifications, and Clearances:Act 34UPMC is an Equal Opportunity Employer/Disability/Veteran