Job description

Work where every moment matters!

Vaccination Required

Onsite

SUNDAY-THURSDAY Sunday 10am-6:30pm and Mon- Thur 2:30-11pm

If you are an experienced call center supervisor or manager we would like to hear from you!

Every year over 3.5 million patients visit the Longwood Medical Area in Boston home of world renowned medical facilities such as Dana-Farber Cancer Institute, Joslin Diabetes Center, Children’s hospital and other Harvard affiliated medical institutions. Our associates and colleagues come to work with one thing in common: Commitment to caring and quality in what we do, knowing every moment matters here. We invite you to become part of our team.

We are a company that provides services to hospitals, community health centers and medical practices.

A considerable amount of our patient transactions are conducted over the phone and in most cases our operators are the first line of contact to the hospitals we answer for. This is a front-line, position requiring an individual that is customer-service oriented with a businesslike and positive demeanor.

The Customer Service Call Operator answers all calls 24x7 for the main published phone numbers for our hospitals and over 300 medical practices in the U.S.

When applying please send a cover letter indicating what shift you are interested in. Please note schedules may slightly vary from those below:

Duties:

Responsible for supervising the 2nd shift as part of a 24-hour / 7-days-a-week / 365-days-a-year operations and activities of the Operations Center to meet the department’s customer service and patient satisfaction standards. This position has accountability for the second shift ensuring staff are trained and scheduled to effect optimal results and meet service targets.

All employees are required to be fully vaccinated for COVID-19

Responsibilities:

Directly supervises call center representatives
Interview and Recommend new hires
Provide new hire account and customer care training
Facilitates and documents performance feedback through side-by-side coaching, performance reviews, goal setting, and improving workflows and processes as needed
Understands and reports on daily call center operational metrics
Handles escalated customer service issue
Monitor sthe productivity of the team in order to effectively deliver service while maintaining effective fiscal balance cost per call

On-call every 4 weeks

Qualifications:

Associates degree in related area and / or equivalent combination of experience is required.

4+ years of Call Center management experience or related supervisorial experience is required.

Call queue management experience desired

Training experience required

Strong written, verbal, and interpersonal communications skills to simplify complex information, instructions, and guidelines in a clear, concise manner

Strong analytical and critical thinking skills, with the ability to quickly analyze problems, determine appropriate level of intervention, and develop and apply effective solutions

Organizational skills to effectively supervise and schedule staff

Competent at representing department at Leadership and Departmental meetings

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Schedule:

• 8 hour shift
• On call
• Weekend availability

Ability to commute/relocate:

• Brookline, MA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 3 years (Required)
• Call center: 5 years (Required)
• supervisory: 4 years (Required)
• training: 1 year (Required)

Work Location: One location

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