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Supervisor, Call Center

Requisition ID:

21161261

Business Unit:

Hartford HealthCare Medical Group

Location:

Hartford, CT

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Description

Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details: Monday-Friday

Work where every moment matters.

Every day, almost 30,000 Hartford HealthCare employees come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network.

Hartford HealthCare Medical Group is one of the largest medical practices in New England with multiple locations throughout Connecticut and Rhode Island. We consist of a team of professionals ranging from Medical Assistants to Physician Assistants and everything in between. Our physician led medical group enjoys an excellent reputation with patients and the medical community, offering primary care, urgent care and more than 30 different specialties.

With our new state of the art Access Center, we are creating a culture of “YES”. A culture rooted in our values of Caring, Integrity, Safety and Excellence. At the Access Center, our Access Champions thrive in an environment focused on the patient and helping them choose the right clinician at the right place at the right time. Here our Access Champions are focused on providing excellent customer service while having fun, working as a team and making every interaction matter.

Become an Access Champion and join us on our journey to YES!

Job Description:


Working within the Hartford HealthCare Medical Group team and across the broader Hartford Healthcare organization, this individual will collaborate cross-functionally with the broader Access Workgroup teams, as well as groups and stakeholders from specialty practices across the organization. The Access Center Supervisor will oversee the management, development, operations, patient satisfaction and continuous improvement of direct Access Center Representatives.

Key Areas of Responsibility:

Coach Access Champions to ensure development is implemented to meet or exceed the needs of our internal customers and patients. Accountable to ensure all escalations within the Access Center are handled in an effective and efficient manner transitioning advanced escalations to the manager when appropriate. Ensure assigned team service levels and Access Champion metrics are meeting/exceeding expectations through the review of group and agent level analytics via dashboard, Epic and phone reporting channels. Support the Manager with the recruiting, onboarding and training of new staff in order to achieve optimal service and operational levels. Ability to log in and take calls during forecasted high volume timeframes.



Qualifications

Associates degree in business administration or related field of study or 5 years customer service/contact center supervisory experience required. Bachelor’s degree preferred.
Minimum 2 years of supervisory experience in the contact center industry, back-office operations and/or a combination of both. Healthcare Experience a plus.
Epic and/or medical field/ Medical Terminology Training preferred. Multilingual preferred.


We take great care of careers! With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.

 
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