Clinical Call Center Team Supervisor Charlotte

Description
Company: Oak Street Health
Title: Supervisor, Clinical Call Center
Location: Charlotte, NC or Downers Grove, IL
Oak Street Health is 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 in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients' communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be.
For more information, visit www.oakstreethealth.com.
Role Description:
The Clinical Call Center Team Supervisor helps us meet our goal of successfully managing the comprehensive care of all of our patients. The Clinical Call Center Team Supervisor is responsible for providing quality and efficient service to patients through the daily supervision of a team of agents within the region, including 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:

• Supervise a team of 7-8 and is responsible for the performance management and providing feedback in collaboration with the manager of the team
• Provide daily direction and communication to agents so patient calls are answered in a timely, efficient, and knowledgeable manner
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external staff
• Provide statistical and regular performance feedback and coaching to each team member in their assigned region
• Write and administer performance reviews for skill improvement
• Ensure agents have appropriate training and other resources to perform their roles
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
• Work as a member/leader of special or ongoing projects that are important to area/process development
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives
• Use appropriate judgment in upward communication regarding department or agent concerns
• Partner with colleagues to reach and maintain call center target metrics to ensure delivery of a positive patient experience
• Take inbound calls ~75-80% of the time, while ~20-25% will be assisting in escalated issues or as a resource for training and coaching agents, and monitoring calls
• Other duties, as assigned

What are we looking for?

• At least 6 months experience at OSH Call Center
• Desire to lead a team
• Ability to multitask, prioritize, and manage time effectively
• A flexible and positive attitude
• Effective communication and 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.