Service Excellence Contact Center Supervisor
Company: Oak Street Health
Title: Service Excellence Contact Center Team Supervisor
The mission of Oak Street Health is to rebuild healthcare as it should be.
We are a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare.
The Oak Street model integrates outstanding clinical expertise, technology, and teamwork to deliver improved care quality and cost savings. These cost savings are then reinvested into care in our communities, creating a virtuous cycle of improving community health.
We are a national organization serving over 100,000 patients and we are growing rapidly. We are a diverse team of care providers, service team members, technologists, community outreach experts, business professionals, and more -- all dedicated to our Oaky Values and motivated by our mission. Weâre looking forward to getting to know you!
For more information, visit www.oakstreethealth.com.
The Service Excellence Contact Center Team Supervisor helps us meet our goal of successfully managing the comprehensive care of all of our patients. Your role is to help us deliver that type of care for our patients. You will be responsible for providing quality and efficient service to patients through the daily supervision of a team of advocates within your region, to include monitoring, motivating, recognizing, coaching, counseling, training, and resolving patient issues when possible, and communicating patient needs and requests to the care teams in the clinics. Additionally, the position is responsible for assisting the manager with development, analyses, and implementation of staffing, scheduling and reward/recognition programs.
Supervises a team of 15-18 and is responsible for the performance management in collaboration with the manager of the team to deliver an unmatched patient experience and achieve contact center metrics
Provides daily direction and communication to advocates so that patient calls are answered in a timely, efficient, and knowledgeable manner
Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external staff
Provides statistical and performance feedback, and coaching on a regular basis to each team member in their assigned region
Writes and administers performance reviews for skill improvement
Ensures advocates have appropriate training and other resources to perform their roles
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
Works as a member/leader of special or ongoing projects that are important to area/process development
Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
Uses appropriate judgment in upward communication regarding department or agent concerns
Partners with colleagues to reach and maintain call center target metrics to ensure delivery of a positive patient experience
Coaches and develops advocates, monitors calls, drives results and team member engagement
Other duties, as assigned
This role reports to the Service Excellence Contact Center Manager.
What are we looking for?
Weâre looking for motivated, patient-focused leaders with:
Desire and ability to lead a team
A flexible and positive attitude
Ability to multitask, prioritize, and manage time effectively
Strong communication skills
Strong organization skills
Outstanding phone demeanor and etiquette
High level of integrity
Computer proficiency, including Google Docs and Sheets
US work authorization
Someone who embodies being âOakyâ
What does being âOakyâ look like?
Radiating positive energy
Assuming good intentions
Creating an unmatched patient experience
Driving clinical excellence
Taking ownership and delivering results
Why Oak Street?
Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:
Collaborative and energetic culture
Fast-paced and innovative environment
Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits
Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.