Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015. Position Summary The Supervisor of DS Contact Center(CC) Operations is responsible for the oversight and day to day operations of the DS Contact Center within a hybrid working environment. This includes monitoring staffing levels, scheduling, telephone metrics and standards, and building an engaged workforce that provides exemplary customer service to both internal and external customers. In partnership with Manager of Contact Center Operations this position is responsible for implementation, monitoring and integration of management systems and programs that support the Contact Center or improve systems at the health care centers in support of the patient experience and standard work. Works with key stakeholders in the Delivery System (that are impacted by the work of the Contact Center) to ensure that their business and patient needs are supported. Job Description Key Outcomes: + Provides direct supervision of CC staff including performing 1:1 meetings and annual performance evaluations. + Directs all aspects of site operations. In collaboration with the Manager, supports development of staffing plans and hiring of all CC staff. Collaborates with Manager on establishment of annual department goals, budget, metrics, and performance management systems. + Establishes and monitors customer service goals and performance; measurement and improvement of provider, patient, and staff satisfaction; and daily problem solving. + Continuously strives to create a “patient-centered” care environment that will result in high patient satisfaction scores. + Maintains exemplary customer service by partnering with QA and Training Representativ Training and Quality Assurance Specialist to perform quality call monitoring, documentation review, staff coaching, training and education opportunities to staff. + Supports and strives for improvement by regularly engaging team and department in identifying opportunities for improvement and problem solving. + Ensures optimum staffing levels through efficient monitoring of staff to meet call demands. + Provides back up support to Contact Center staff as necessary to maintain daily functions. + Uses real-time data and historical trends to adapt staffing needs quickly when necessary. + Partners with Manager and Director to proactively react to business decisions by the DS that may impact the contact center (i.e. marketing, provider changes) + Interviews and hires staff who have a passion for serving our external and internal customers + Provides honest real-time feedback to employees with the goal of helping them succeed in the contact center and uses the help and guidance of the Director/HR to resolve difficult employee relations. + Creates an environment of employee ownership in the Contact Center by providing timely communication of DS organization information, engaging employees in problem solving and process improvement, and providing leadership support and resources. + Creates systems to monitor and report out to internal customers CC service levels regularly. + Recognizes and analyzes trends necessitating new standard work or process changes proactively. + Creates relationships with key stakeholders to facilitate CC and healthcare center joint work and communications. Education/Experience: + Bachelor’s degree preferred or equivalent combination of education and experience required + Minimum 3 years related experience required including in a call center required; in healthcare/operational/medical services/delivery systems preferred + Leadership and/or management experience preferred Skills/Knowledge/Competencies (Behaviors): + Demonstrated understanding of and alignment with Martin’s Point Values. + Resiliency and ability to handle difficult conversations with internal and external customers. + Demonstrated ability to lead complex organizations through change + Effectiveness in collaborating with physicians and clinical leadership + Demonstrated ability to use process improvement techniques to achieve operational results + Ability to effectively achieve results through the collaboration and management of staff + Understanding of, HIPAA, NCQA and other regulatory requirements to ensure practice compliance + Ability to communicate effectively, both in writing and orally, with a wide range of customers + Ability to plan, organize, prioritize and direct the work of others + Demonstrates initiative in identifying problems, researching, recommending, and implementing solutions + Ability to maintain patient and staff confidentiality + Knowledge of scheduling technology + Requires a high degree of judgment, discretion, initiative, leadership and demonstrated ability in financial management, negotiations, communication, and interpersonal skills. + Ability to travel within state and out of state to other sites, trainings, or conferences. There are additional competencies linked to individual contributor, provider, and leadership roles. Please consult with your leader to discuss additional competencies that are relevant to your position. We are an equal opportunity/affirmative action employer. Do you have a question about careers at Martin’s Point Health Care? Contact us at: jobinquiries@martinspoint.org