Call Center Supervisor

Job Description :

Supervise a sub-team of Admissions Schedulers, Coordinators, and Specialists on the Behavioral Health team

Make hiring decisions for sub-team positions

Provide side-by-side coaching for both new and experienced team members

Collaborate with Call Center Management and HR to address performance concerns

Coordinate and assist with training for team members

Organize and lead team meetings

Resolve escalated patient complaints and concerns

Create and distribute KPI dashboards (weekly, monthly, quarterly) and explain performance trends to leadership

Audit scheduled appointments and EHR tasks to ensure accuracy and protocol adherence

Conduct call handling audits and provide coaching based on findings

Review team workflows regularly to identify gaps and recommend improvements

Work with Scheduling Manager and Analysts to optimize schedule utilization and fairness

Collaborate across departments to enhance scheduling workflows and systems

Contribute to operational improvement projects focused on enhancing patient and staff experience

Support implementation and structure of new workflows and scheduling initiatives

Manage staff login credentials and update provider information on relevant platforms

Ensure timely updates to provider profiles on the Find My Provider site

Foster a positive, team-oriented work environment

Provide backup support during high call volumes or staff shortages

Complete additional duties as assigned

Uphold the company mission to empower individuals to be their best selves

Schedule : 9am-5 : 30 PM- Monday- Friday

Qualifications :

• Demonstrates superior communication skills, professionalism, critical thinking skills and leadership qualities
• Positive attitude and ability to be flexible in a team environment
• Demonstrates dedication to high quality patient care and the continuous improvement of department operations and efficiency
• Previous experience in substance use disorders, mental health, and / or healthcare scheduling is strongly preferred
• Must be able to work full time with scheduled office hours of 40 hours per week
• Must be able to work in office in the Nystrom Training Center in Arden Hills, MN a minimum of one day per week as well as when requested by leadership
• High School Diploma required

Compensation : $45K-$60K a year