Contact Center Supervisor

La Clinica del Pueblo

Job Description

Job Title: Contact Center Supervisor

Location: Hyattsville, MD

Reports To: Health Center Manager (HCM)

Department: Patient Medical Services FLSA

Status: Non-exempt

Summary: The Health Center Contact Center Supervisor will oversee the daily operations of the contact center to ensure efficient, accurate, and patient-center service. This role is responsible for supervising contact center agents, managing workflows, addressing escalated issues, and ensuring that all customer interactions are handled with professionalism and compliance with healthcare regulations. The Supervisor will also collaborate with the leadership team to drive performance improvements, ensure high levels of patient satisfaction, and maintain quality standards. The Supervisor will leverage technology solutions, including AI-enabled tools, Dialpad (telephony software), and dashboards, to optimize operations, improve staff productivity, monitor performance, and promote accountability.

Key Responsibilities:

• Team Supervision: Lead, mentor, and motivate a team of contact center agents. Provide ongoing coaching and feedback to ensure optimal performance, accountability, and adherence to organizational standards, policies, and service expectations.
• Performance Management: Monitor, analyze, and manage agent performance through established Key Performance Indicators (KPIs) and dashboard reporting, including call volume, abandonment rates, response times, patient satisfaction, hold times, first-call resolution, scheduling accuracy, and quality scores. Conduct performance reviews in collaboration with the Health Care Manager, develop corrective action plans when necessary, and recognize high performance. Utilize KPI dashboards to identify trends, monitor individual and team performance, and hold staff accountable for meeting established benchmarks. Achieve and maintain departmental targets for service level, abandonment rate, quality scores, and patient satisfaction.
• Patient Interaction: Handle complex or escalated calls, resolve patient inquiries, and ensure that all concerns are addressed in a timely, efficient, and empathetic manner.
• Workflow Optimization: Ensure that workflows are streamlined, data-driven, and aligned with organizational goals, with a focus on maintaining efficiency and meeting service level agreements. Coordinate scheduling to ensure adequate coverage through effective shift management and workforce planning.
• Quality Assurance: Conduct regular audits of calls and interactions utilizing Dialpad call recordings, analytics, and quality monitoring tools to ensure quality standards are met, including adherence to HIPAA and other relevant healthcare regulations. Provide coaching and corrective feedback based on audit findings and quality metrics.
• Reporting: Generate and analyze daily, weekly, and monthly performance reports and KPI dashboards, providing actionable insights to management and stakeholders regarding operational effectiveness, patient experience, workforce productivity, and performance trends. Present recommendations for improvement based on data analysis.
• Training & Development: Facilitate new hire onboarding and ongoing training programs, ensuring agents are equipped with the tools, knowledge, and resources to effectively assist patients. Promote adoption and appropriate use of AI-enabled tools, Dialpad functionality, and other technology platforms to improve efficiency, documentation, communication, and patient service outcomes.
• Collaboration: Work closely with other departments (e.g., billing, medical staff, IT, quality improvement, and operations) to resolve patient issues, improve service delivery, and implement technology-driven process enhancements.
• Process Improvement: Continuously evaluate contact center processes, workflows, and performance data to identify opportunities for improvement. Recommend and implement operational enhancements that increase efficiency, improve patient satisfaction, reduce call handling times, and support organizational objectives.
• Technology & Tools Management: Ensure the team effectively utilizes all required technology platforms, including Dialpad telephony software, electronic health records (EHR), AI-assisted tools, scheduling systems, and KPI dashboards. Monitor system utilization, promote best practices, ensure data accuracy, and identify opportunities to leverage technology to improve operational performance and patient experience.
• AI Utilization & Innovation: Promote responsible and effective use of approved AI tools to enhance operational efficiency, support staff productivity, improve communication workflows, assist with reporting and analysis, and streamline administrative tasks. Ensure staff are trained on organizational guidelines for AI use, maintain compliance with privacy and security requirements, and validate the accuracy of AI-generated outputs.
• Staff Accountability: Establish clear performance expectations and utilize KPI dashboards, Dialpad analytics, quality monitoring results, and operational reports to hold staff accountable for productivity, attendance, service quality, patient experience, and adherence to organizational policies and procedures.
• Other duties as assigned within scope of practice.

Required Qualifications:

• High school diploma or equivalent (required). Associate's degree or higher in healthcare, business administration, or related field (preferred).
• 5+ years of experience in a contact center environment, preferably in healthcare or medical services.
• 2+ years of supervisory or leadership experience in a contact center or customer service role.
• Bilingual (English/Spanish) or proficiency in other languages is a plus.
• In-depth knowledge of healthcare regulations, including HIPAA, and the ability to ensure compliance within the contact center.
• Excellent communication and interpersonal skills, with the ability to work effectively with a diverse team and patients.
• Strong problem-solving skills, with the ability to handle difficult or sensitive situations calmly and professionally.
• Proficient in using contact center software, EHR systems, and Microsoft Office Suite (Excel, Word, SharePoint etc.).

Preferred Qualifications:

• Certification in Customer Service, Healthcare Administration, or related field.
• Experience with call center analytics software and procedures
• Familiarity with electronic health record (EHR) systems. Preferably eClinicalWorks.

Competencies:

• Leadership: Ability to inspire, motivate, and manage a team of customer service professionals.
• Attention to Detail: Ability to manage multiple tasks while maintaining a high level of accuracy and attention to detail.
• Customer Focus: A deep commitment to patient satisfaction and delivering high-quality care.
• Time Management: Strong organizational skills with the ability to prioritize tasks in a fast-paced environment.
• Problem-Solving: Skilled at identifying problems and developing effective solutions, particularly in high-pressure situations.

Work Environment:

• This position is based in an office setting with possible remote work opportunities based on organizational needs and policies.
• Must be available to work flexible hours, as necessary.

Physical Requirements:

• Ability to sit for extended periods and use a computer and phone system.
• May require occasional lifting of up to 25 pounds.