Call Center Supervisor

Job Overview

Company Description

Integrated Dermatology is a leading national dermatology practice that acquires and partners with dermatology practices across the United States. The culture at ID is a reflection of its people. Our environment is filled with hard-working, dynamic individuals who come together to ensure the success of our partner dermatologists.

Job Description

Duties :

* Manage & oversee a team of call center agents providing guidance, support, and training to staff.
* Conduct regular team meetings and briefings.
* Monitor and evaluate agent performance, providing feedback & coaching.
* Maintain performance goals & objectives.
* Conduct performance appraisals and manage disciplinary actions, if necessary.
* Ensure that call center systems and technology are functioning properly.
* Identify and implement process improvements to enhance call center operations.
* Foster a culture of continuous learning and improvement within the team.

Qualifications

* In-depth knowledge of healthcare regulations and privacy laws (e.g., HIPAA)
* Excellent verbal and written communication skills.
* Ability to interact effectively with patients, staff, and other stakeholders.
* Strong leadership abilities, including team building, conflict resolution, and performance management.
* Ability to mentor, coach, and develop staff.
* Ability to handle escalated inquiries and complaints professionally and efficiently.
* Strong analytical and problem-solving skills.
* Ability to make decisions under pressure and handle challenging situations calmly.
* Excellent organizational and time management skills.
* Ability to multitask and manage multiple priorities simultaneously.
* Strong interpersonal skills and the ability to work collaboratively with a diverse team.

Additional Information

Job Type:

* Full-time
* Monday- Friday 9am-5:30pm

Experience

* Prior experience in a healthcare setting, such as a medical office, hospital, or other clinical environments.
* Years of experience working in a call center, preferably in a supervisory or lead role.
* Proven track record of managing and leading teams, including performance management, training, & development.
* Strong customer service skills and experience in handling patient inquiries, complaints, and concerns.
* Familiarity with call center software, electronic health records (EHR) systems, and other relevant technology.
* Ability to read & interpret an explanation of benefits (EOB).

Education

* High School Diploma

Integrated Dermatology and it’s entities provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.