Supervisor- Care Connect Elite

Administrative Support Pittsburgh, Pennsylvania

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Position at Allegheny Health Network (Corporate)

Date Posted: 10/13/16
Position Number: DCELITESUP
Location: Allegheny Center

Allegheny Health Network is an integrated delivery network focused on preserving health care choice and providing affordable, high-quality care to the people in our communities. With more than 14,000 employees including 7,400 health care professionals, nearly 200 primary care and specialty care practices, Allegheny Health Network includes seven hospitals in Pennsylvania with nearly 2,400 licensed beds.

Allegheny Health Network’s clinical expertise ranges from primary care to the most complex surgical procedures. Services include cancer diagnosis and treatment, cardiovascular care, neurological and neurosurgical services, organ transplantation, orthopedic and rehabilitation services, and women’s health.

Department: Call Center
Status: Full Time
Shift: Varies

Job Summary:
The Supervisor for the Care Connect Elite team is responsible for the day-to-day management of their team. They will have to understand scheduling for all of our service lines and be able to provide efficient and accurate support to the members of the team. They will be responsible for closely monitoring of QA and attendance for their team.and doing what is necessary to ensure their team is performing at the levels specified for this group of elite agents. They can/will work any shift on an as needed basis. They will respond to complex caller inquiries, complaints and support management as needed.

Job Responsibilities

1.

Monitors QA results to evaluate and educate to ensure improved agent performance in accoradnce to Elite pod standards and adherence to protocol.

2.

Uses prior experience and expertise to identify trends within call logs to proactively correct issues before they escalate.

3.

Monitors agents attendance and call adherance and responds quickly to findings.

4.

Manages staff by generating and interpreting quality assurance and productivity reports

5.

Work collaboratively with management/trainng and to formulate solutions to enhance agent performance.

6.

Ensures Elite Representatives are following customer service best practice and proper use of soft skills.

7.

Performs other duties as assigned or required by manager.

8.

Must be able to be flexible in scheduling to meet business needs.

Job Requirements:

Must have a bachelor's degree or higher

Seven years or more years of progressive call center management experience OR three years experience in medical call center OR six monthsof internal call center expereince that would warrant a promotion.

Ability to use Microsoft Office products; computer literacy; excellent customer service skills; excellent verbal and written communication sklls; previous training experience a plus

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