Service Excellence Contact Center Supervisor

Call Center Oakbrook, Illinois Charlotte, North Carolina United States


Description

Company: Oak Street Health 

Title: Service Excellence Contact Center Team Supervisor

Company Description

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. We’re looking forward to getting to know you!

For more information, visit www.oakstreethealth.com.

Role Description:

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.

Core Responsibilities:

  • 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?

We’re 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

  • Problem Solving/Analysis

  • US work authorization

  • Someone who embodies being “Oaky”

What does being “Oaky” look like?

  • Radiating positive energy

  • Assuming good intentions

  • Creating an unmatched patient experience

  • Driving clinical excellence

  • Taking ownership and delivering results

  • Being scrappy


 

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.