Supervisor, Customer Service Call Center

Description
Company: Oak Street Health
Title: Supervisor, CCService
Location: Kensington or Charlotte Contact Center
Role Description:
The Supervisor, CCService helps us meet the goal of successfully managing the comprehensive care and providing an unmatched patient experience to all Oak St Health patients. The Supervisor, CCService is responsible for providing quality and efficient service to patients through the daily supervision of a team of advocates within the region including, but not limited to 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 and responsible for performance management and providing feedback in collaboration with the manager of the team
• Provide daily direction and communication to advocates to ensure 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
• Write and administer performance reviews for skill and behavior 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 advocate concerns
• Partner with colleagues to reach and maintain call center target metrics to ensure delivery of a positive patient experience
• Other duties as assigned.

What are we looking for?

• At least 6 months experience supervising in a high-volume call center
• High School diploma or equivalent required, undergraduate degree preferred
• 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 relentlessly determined

Why Oak Street Health?
Oak Street Health is on a mission to "Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient's communities, and focused on the quality of care over volume of services. We're an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody "Oaky" values and passion for our mission.
Oak Street Health Benefits:

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients
• Paid vacation, sick time, and investment/retirement 401K match options
• Health insurance, vision, and dental benefits
• Opportunities for leadership development and continuing education stipends
• New centers and flexible work environments
• Opportunities for high levels of responsibility and rapid advancement

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.
Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health