Call Center Supervisor

Are you an internal caregiver student or contingent worker / agency worker at UMass Memorial Health CLICK HERE to apply through your Workday account.

Exemption Status : Exempt

Hiring Range :

$48422.40 - $87152.00

Please note that the final offer may vary within this range based on a candidates experience skills qualifications and internal equity considerations .

Schedule Details :

Monday through Friday

Scheduled Hours : 8 : 30-5 : 00pm

Shift :

1 - Day Shift 8 Hours (United States of America)

Hours : 40

Cost Center :

25080 - 5800 Administration

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health everyone is a caregiver regardless of their title or responsibilities. Exceptional patient care academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts and a place where we can help you build the career you deserve. We are more than 20000 employees working together as one health system in a relentless pursuit of healing for our patients community and each other. And everyone in their own unique way plays an important part every day.

Support the call center by supervising the day-to-day functions. Support the departments we serve by maintaining department productivity goals providing good customer service and Coordinate staff schedules. Keep the department current with workflows policy changes and updates. Other duties as assigned.

I. Major Responsibilities :

1. Monitor telephone call volume and voicemails assist with answering calls as needed. Able to perform all Call Center Specialist duties to help during high-volume times. Assign work as needed.

2. Oversee and manage department in coordination with manager. Acts as motivator supervisor and mentor.

3. Precept and assist with training of new caregivers.

4. Monitor caregivers and assist them with meeting department goals.

5. Demonstrates a working knowledge of HIPAA guidelines. Adheres to policies for releasing patient information. Understands and is able to explain the difference between HIPAA Healthcare Proxy and Power of Attorney.

Standard Supervisor Level Responsibilities :

1. Supervises assigned personnel including performance evaluations scheduling orientation and training. Makes recommendations on employee hires transfers promotions salary changes discipline terminations and similar actions. Resolves grievances and other personnel problems within position responsibilities.

2. Coordinates the assignment of tasks and helps resolve technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.

3. Provides effective direction guidance and leadership over the staff for effective teamwork and motivation and fosters the effective integration of efforts with system-wide initiatives.

4. Encourages and supports diverse views and approaches demonstrates Standards of Respect and contributes to creating and maintaining an environment of professionalism respect tolerance civility and acceptance toward all employees patients and visitors.

5. Integrates diversity into departmental objectives such as hiring promotions training vendor selections etc.

6. Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.

7. Ensures compliance with regulatory agencies such as Joint Commission DPH (Department of Public Health) (Department of Public Health) etc. Develops and maintains procedures necessary to meet regulatory requirements.

8. Ensures that department complies with hospital established policies quality assurance programs safety and infection control policies and procedures.

9. Ensures adequate equipment and supplies for department.

10. Develops and maintains established departmental policies procedures and objectives.

11. Ensures compliance with all health and safety regulations and requirements.

12. Performs similar or related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications :

License / Certification / Education :

Required :

Diploma / GED equivalent.

2. Knowledge of medical specialty.

Experience / Skills :

Preferred :

1. Previous office management lead or supervisor experience preferred.

Unless certification licensure or registration is required an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions :

(Office jobs only) Work is considered sedentary. Position requires work indoors in a normal office environment.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status.

Were striving to make respect a part of everything we do at UMass Memorial Health for our patients our community and each other. Our six Standards of Respect are : Acknowledge Listen Communicate Be Responsive Be a Team Player and Be Kind. If you share these Standards of Respect we hope you will join our team and help us make respect our standard for everyone every day.

As an equal opportunity and affirmative action employer UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race color religion gender sexual orientation national origin age disability gender identity and expression protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability please contact us at We will make every effort to respond to your request for disability assistance as soon as possible.

Required Experience :

Manager

Key Skills

Children Activity,Feed,ASP.NET,Corporate Strategy,Health And Safety Management

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 48422 - 87152