Contact Center Supervisor

Supervisor Call Center

Serious Medicine is what we do. Being extraordinary is who we are. Every colleague plays a key role in upholding this promise to our patients and their families.

Shift : First Shift (United States of America) Shift Details : M-F 8am - 5pm (may occasionally be 7am - 5pm) Hybrid (Depending on Team Needs)

Why Work at Nebraska Medicine?

• Together. Extraordinary. Join a team that values your skills, delivering exceptional care through collaboration.
• Leading Health Network Work with the region's top academic health network, partnering with UNMC to transform lives through education, research, and patient care.
• Dignity and Respect : We value all backgrounds and experiences, reflecting the communities we serve.
• Educational Support Enjoy up to $5,000 / year in tuition assistance, a 35% discount at Clarkson College, and career advancement opportunities with covered educational costs. Support for your personal growth within the organization, from those just starting their healthcare careers to those who are years down the path.

Be part of something extraordinary at Nebraska Medicine!

Supervise the daily operations of scheduling call center staff. The supervisor will ensure adherence to departmental policies, procedures and scheduling protocols. Oversee the training and onboarding of new employees and the cross training of current staff to additional specialties. Maintain a focus on improving customer satisfaction and patient safety by facilitating active monitoring, coaching and assisting the Manager in adjusting operations to meet patient and provider needs as well as business objectives. The Supervisor will be expected to drive continuous improvement by adjusting schedules focusing on workforce optimization to ensure abandonment rates and service levels meet organizational standards. Model / mentor and train colleagues on technical skills, make decisions regarding daily priorities for the work group, provide guidance to and / or assist staff on non-routine or escalated issues and complete performance appraisals and / or disciplinary actions.

Required Qualifications : Minimum of four years customer support, patient care or call center experience required. Minimum of one year leadership, training, or preceptor experience required. Associate's degree in a business or healthcare OR equivalent combination of education / experience combined (One year of education equals one year of experience) required. Demonstrate leadership qualities required. Ability to work in a collaborative nature and dedicated to team environment required. Ability to work with many leaders required. Must be proficient with computer systems for hospital or clinic operations, telecommunications equipment, various computer applications including Microsoft Word and Excel required. Demonstrate the ability to provide high level of customer service for both internal and external patients and providers is required. Ability to work professionally with patients in a timely, confidential manner required. Demonstrated analytical, prioritization and organizational skills required. Demonstrated flexibility and dedication to team environment required. Effective communication skills required.

Preferred Qualifications : Experience in a healthcare call center environment preferred. Bachelor's degree in health information management, health administration, business, or healthcare related field preferred. Knowledge of medical terminology preferred.