Contact Center Supervisor

Description

Grow your career with us!

• Do you enjoy connecting with people in a compassionate manner?
• Are you a strong communicator who thrives when helping others?
• Do you want to work for a company that values its employees and its culture?

This could be a good fit for you - and for us!

LYP Health Management (Love Your Patient) frees up physicians to focus on patient care. We put our best effort forth every day because we believe in better. We believe in creating a better patient healthcare experience. We believe in helping our clients run a better, more efficient practice. We believe in helping employees create a better future for themselves and their families.

As a Contact Center Supervisor at LYP you will be helping to improve the healthcare journey for patients. LYP Contact Center Supervisors organizes and directs the day-to-day activities related to the LYP Contact Center. Responsible for managing, training and guiding Patient Care Associates in performing their duties. Provides support, reports & resolves problems and complaints. Monitors Patient Care Associates and their performance, both in person and virtually.

We are the first point of contact a patient has with their provider. Many of the practices that we work with are providing care for critically ill patients. We focus on quality over quantity. We want to ensure that all patients we speak with receive excellent service. We use a guided computer-based workflow that directs associates through the collection of information necessary for better patient care.

Important Attributes for a Contact Center Supervisor

• Positive, empathetic attitude, a true customer service mindset, and a desire to help people
• Excellent written and verbal communication with team members and patients
• A willingness and commitment to learn new things and grow new skill sets
• The ability to work with multiple monitors and navigate the software

And of course, your skills & proficiencies! This should include:

• High School Diploma/GED
• 3 - 4 years of customer service experience, with preferred 2 years in a supervisory role leading a team
• Strong knowledge of Microsoft Office 365
• Strong knowledge of working with remote platforms (EMR systems, PatientSync, Phone Systems, Microsoft Teams)

As a Contact Center Supervisor, we’re counting on you to:

• Evaluate and manage workflow activities, productivity for continued operational improvement
• Conduct regularly scheduled staff team meetings to communicate issues or changes in policy/procedure
• Conducts a minimum of one check-in per associate, per month
• Maintains accessibility for one-on-one communication
• Communicates performance standards to staff, and performs evaluations in a fair and timely manner
• Supervises, plans and manages functions related to LYP Contact Center
• Carries out supervision, coaching, call monitoring, training, reviewing, and disciplining of all Patient Care Associates
• Reviews and approve Patient Care Associates' time cards daily; ensures accuracy during review and investigation into missed punch requests, IT downtime, power/internet reports for accuracy with payroll
• Reviews real time metrics throughout the day; coach Associates in real-time for errors and schedule adherence
• Reviews attendance emails multiple times daily; monitor staffing levels throughout the day
• Manages the LYP Contact Center in compliance with all LYP policies and procedures; issue Performance Improvement Plans and/or disciplinary action in accordance with LYP policies
• Works collaboratively with internal departments as necessary
• Discernment and escalation of high-risk issues, including FMLA, personnel and culture, as well as client quality concerns/reported errors

Why would You want to work with Us?

Being part of the LYP team means more opportunities to learn and grow professionally, with access to hundreds of peers and specialists across the country. Working with LYP provides the best of both worlds – the small team feel and client interactions with our various healthcare providers. We have a variety of schedules available to fit your schedule needs.

Benefits of working at Love Your Patient:

• Work from home/remote work
• Be part of a fun, awesome team
• 9 paid holidays
• 401K Retirement with matching contributions
• Excellent medical, vision, and dental insurance
• Life insurance and disability insurance
• 3 weeks PTO

Top Reasons our Employees Love Being Part of the LYP Family:

• Entrepreneurial Culture
• Fast-paced Flow, with a Variety of Projects
• Collaborative Work Environment
• Training & Certifications
• Career Growth Opportunities

Ready for the next step?

The greatest rewards are reserved for those who want to be better and then put in the hard work, to be the best version of themselves. Interested applicants should click to submit their resume and application above.

Qualifications