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 qualitiesPositive attitude and ability to be flexible in a team environmentDemonstrates 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 weekMust 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 leadershipHigh School Diploma required Compensation : $45K-$60K a year