Position Focus :
Supervises clerical and technical staff within the YM CARE Center, including but not limited to staff performance, attendance, overtime, etc.
The Supervisor monitors daily activities to optimize resources, real time call volume to ensure adherence to CARE Center metrics adjusting assignment and resources as needed, and operating procedures to identify gaps.
Works with the Pod Manager, Pod Leads, Quality Assurance Team, and Workforce Analyst Team to ensure continuous improvement.
Implements, enhances, and monitors on-going initiatives to improve the patient experience. The Supervisor serves as the primary contact for staff and the escalation point for customer concerns, maintaining high performance standards.
This opportunity is currently remote (work from home) within CT. Candidates are encouraged to provide a cover letter.
Essential Duties
1. Supervises the day-to-day activities of support staff. 2. Assesses and resolves or escalates problems arising within unit.
3. Assists in the development of policies and procedures in support of unit.4. Assists in planning for work unit needs.5.
Participates in unit budget planning.6. Evaluates work requests to determine if they are appropriate to the unit or another area.
7. Ensures that work flow is organized and staffed for quality efficient completion.8. Communicates deadlines and special circumstances to staff.
9. Maintains equipment and supplies for unit.10. Completes evaluations of direct report employees.11. Interacts with University personnel to define work assignments and requirements and communicate progress of work.
12. Interacts with external sources to coordinate work necessary to fulfill projects, keep abreast of new products and technologies, or arrange for subcontractors.
13. Supervises a staff of exempt and non-exempt employees.14. Performs other duties as assigned.
Required Education and Experience
Bachelor’s Degree in a related field and three years of experience or an equivalent combination of education and experience.
Required Skill / Ability 1 :
Epic experience.
Required Skill / Ability 2 :
Call center experience.
Required Skill / Ability 3 :
Supervisory skills.
Required Skill / Ability 4 :
Excellent written and verbal communication skills.
Required Skill / Ability 5 :
Healthcare experience.
Drug Screen
Health Screening
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements.
All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.
COVID-19 Vaccine Requirement
The University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies, which may be found here :
Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position.
Employees will be assigned specific job-related duties through their hiring departments.
EEO Statement :
University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans.
Additionally, in accordance with Yale’s Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.
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