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Job Details

CONTACT CENTER SUPERVISOR

Company name
University of Washington, Bothell

Salary
$4,425.00 to $5,958.00 monthly

Location
Seattle, WA, United States

Employment Type
Full-Time

Industry
Call Center, Customer Service, Manager, Healthcare

Posted on
Oct 19, 2021

Valid Through
Feb 01, 2022

Profile

Union Position:

Yes

Shift:

First Shift

Notes:

As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.

UW Medicine includes Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Neighborhood Clinics, UW Physicians, UW School of Medicine and Airlift Northwest. UW Medicine - Northwest is a full-service, non-profit community hospital, offering comprehensive medical, surgical and therapeutic services. With 281 beds, more than 1900 employees and a world-class medical staff, we provide innovative, technologically advanced care on a patient-friendly, easy-access campus just north of Seattle. We're proud of the acclaim we've received for our excellence in patient care and safety. Among the local, regional and national recognition we've received are: The Distinguished Hospital for Clinical Excellence Award; The Emergency Medicine Excellence Award; The Stroke Care Excellence Award; Winner of the HealthGrades Distinguished Hospital Award for Patient Safety for the last three years in a row, we’re also one of the safest places to get care – among the top 5% in the country.

UW Medicine Contact Center currently has an outstanding opportunity for a CONTACT CENTER SUPERVISOR

The UW Medicine Contact Center is a fast paced environment where customer service, patient care and accuracy are the highest priorities at all times. There is an outstanding opportunity available for a Contact Center Supervisor. The Contact Center Supervisor is responsible for the day to day management and performance of a work unit of Contact Center Representatives (CCR). Contact Center Supervisors will work together across work units to manage resources and staffing levels to ensure call center operation goals are met. Contact Center Supervisor will monitor key performance indicator data to ensure CCR’s are meeting performance expectations. Contact Center Supervisor will provide coaching, continuous feedback and progressive guidance to an assigned work unit. The Contact Center Supervisor will support the UW Medicine health system through commitment to service and highest quality patient/customer service.

JOB DUTIES:

Responsible for personnel decisions that include hiring, coaching, documenting compliance/non-compliance issues, performance management, and terminating Contact Center Representatives in the Contact Center.

Responsible for creation and oversight of the Coaching and Monitoring program within the Contact Center.

Developing and deploying the coaching package to be used by all Contact Center Supervisors to maximize the performance of each individual CCR and optimize overall CCR team performance.

Overseeing the effectiveness of the coaching program and making necessary modifications, adjustments to optimize the program’s results.

Develop and deploy Phase I, II, III, IV, and V of CCR performance expectations to be used for coaching and training CCRs at every level of their development.

Develop and deploy the coaching tool for every Contact Center Supervisor to use. This will include oversight of ‘crucial conversations’, supporting conversations, how to be constructive and impactful.

Develop and deploy the call monitoring methodology for remote and side-by-side monthly and quarterly expectation standards.

Manage direct operations for a defined work unit. This includes overseeing the efficiency of operations of this work unit and insuring the accuracy of reports and records for all members of this work unit.

Accountable for service level expectations, quality assurance, and productivity standards for work unit

Incorporate the mission and vision of the UW Medicine Contact Center with the work of their direct reports.

Provide direction and guidance to a CCR work unit on day-to-day procedures and processes for the call center.

Meet or exceed quality and patient satisfaction goals.

Work with the Resource Planning Manager, analyst, to ensure adequate staffing levels to attain optimum service levels

Deliver timely, direct feedback on performance for individual CCR’s using key performance indicators (KPIs) and other agreed upon measures.

Monitor CCR live and recorded calls for quality and accuracy and provide real-time coaching and feedback to continually improve performance

Work with Contact Center Supervisors across work units to manage staffing schedules to ensure operational requirements are met.

Promote process improvement philosophy and encourage CCRs to identify opportunities to increase service delivery levels.

Conduct performance reviews and provide timely feedback on performance against key performance indicators.

Ensure open communication through formal and informal channels including work unit meetings, one-on-ones.

Provide formal and informal recognition to enhance employee morale.

Foster a positive and collaborate work environment.

Engage with call center leadership to ensure issues and concerns of CCR’s are addressed in a consistent and timely manner.

Ensure CCR staff has access tools necessary to meet performance expectations. Report to Contact Center management any deficits and recommendations to fill those gaps

Answer patient calls as directed by management

MINIMUM REQUIREMENTS:

A Bachelor’s Degree in business, healthcare, or a related field AND one year experience in a healthcare setting which includes lead responsibility OR equivalent education/experience.

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is a leader in environmental stewardship & sustainability

, and committed to becoming climate neutral.

The University of Washington is an affirmative action and equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu

COVID-19 VACCINATION REQUIREMENT

Per Governor Inslee's Proclamation 21-14.1

, employees of higher education and healthcare institutions must be fully vaccinated against COVID-19 no later than October 18, 2021 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage

for information about the medical or religious exemption process for final candidates.

Company info

University of Washington, Bothell
Website : http://www.bothell.washington.edu/

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