Job Description

Job Description

Compensation: $56,929.60/yr

POSITION PURPOSE

Responsible for organization and supervision of Phone Center operations and coordination of client access to services.

ESSENTIAL FUNCTIONS - JOB SPECIFIC

Interviews and selects Call Center staff
Schedules staff to ensure coverage during office hours at all times
Receives and conducts ongoing training in all phone center operations, application of systems software and customer service
Maintains office equipment or ensures proper maintenance is scheduled
Develops and implements ongoing improvements to track data in all interfaces
Creates and implements processes for compiling and reviewing reports needed for administrative teams
Manages effective call center data collection and generates reports to assist with resource management
Establishes and maintains system of accountability related to employee performance, quality improvement and accuracy of data
Coordinates specialty scheduling needs i.e. provides supervision and support to Scheduling Coordinator related to psychological and psychiatry teams
Provides support and assistance to staff related to phone system
Coordinates client access needs with Front Desk operations
Other duties as assigned

ESSENTIAL FUNCTIONS/CORE COMPETENCIES - COMPANY WIDE

Regularly attends work except for approved absences
Attends all training as required
Maintain professional, champion behavior
Provides quality customer service
Provides services with a commitment to service excellence
Works in a way that exhibits a commitment to personal excellence
Team oriented and values diversity

SUPERVISORY RESPONSIBILITY

Oversees day-to-day operations and tasks of supervisees
Completes performance development/AIM process
Oversees supervisory team

WORKING CONDITIONS & EXPOSURE RISK

Operating vehicles or machinery

Job Requirements

QUALIFICATION(S): DESIRED DEMONSTRATED KEY COMPETENCIES

Analytical Thinking
Change Readiness
Collaborative Relationships
Conflict Resolution
Creative Thinking
Communication - Oral
Communication - Written
Decision Making
Empowers Others
Flexible Thinking
Forward Thinking
Leadership
Multitasking/Planning
Organizational/Time Management
Problem Solving
Project Management
Risk Management/ Assessment
Strategic Thinking
Teamwork
Technical Expertise

QUALIFICATION(S): EDUCATION

High School/GED required
Bachelor's degree preferred

QUALIFICATION(S): WORK EXPERIENCE/TRAINING/ADDITIONAL REQUIREMENTS

Experience in secretarial/clerical training and office management required
At least five (5) years of supervisory experience preferred

Compass Health is an Equal Opportunity/Affirmative Action Employer and an E-Verify participant.