The Supervisor Contact Center HTPN is responsible for coordinating all activities of assigned employees in the Contact Center and works with the Manager of Practice Operations and/or Practice Administrator to ensure Contact Center is managed according to establish standards.
WHAT IS EXPECTED (ESSENTIAL FUNCTIONS)
Supervise daily activities of the Contact Center to ensure efficient operations.
Ensure that policies and procedures for assigned sites are complimentary to Health Texas Provider Network (HTPN) goals.
Supervise assigned staff which include all levels of Contact Center Specialists.
Ensure timely and accurate preparation of records, reports, letters, and other pertinent written communications.
Produces reports on quality and service metrics as directed on a daily, weekly, and monthly basis to review with managers and initiate plans of actions for continued improvement.
Investigate, resolve, and document resolution of patient complaints concerning any issues with Contact Center staff.
Partner with various staff members regarding Practice Operations as related to assigned area.
Serves as point of contact for clinics to assist with resolution of patient complaints and issues. Attends clinic administrative meetings to promote relationships and process improvements. May also participate in Operations Excellence projects.
The ideal candidate has the ability to work in multiple systems in a very fast-paced environment, is proficient in all Microsoft applications including Word, Excel and Powerpoint, has effective communication skills while being organized, flexible, and able to juggle multiple tasks simultaneously and excellent interpersonal and communication (verbal and written) skills.
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Immediate eligibility for health and welfare benefits
401(k) savings plan with dollar-for-dollar match up to 5%
PTO accrual beginning Day 1
*Note: Benefits may vary based upon position type and/or level
EDUCATION - H.S. Diploma/GED Equivalent
EXPERIENCE - A minimum of 5 years experience required
Internal Number: 20014516
About Baylor Scott & White Health
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!