Hourly Pay Range:
$27.14 - $40.71 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.
Position Highlights:
Sign on bonus: N/A
Position: Supervisor, PACC Communications Center
Location: Warrenville, IL
Full Time/Part Time: Full-Time
Hours: Monday-Friday: 1:30 pm- 10:00 pm.
Floating Locations: Elmhurst and NCH
On-Call - participates in after-hour Supervisor on call rotation, 3 person rotation
Holiday Rotation
A Brief Overview:
The Supervisor, PACC Communications Center oversees daily communication center operations to ensure patient satisfaction and operational effectiveness. They serve as an expert on policies, procedures, and protocols, addressing real-time inquiries and supporting process improvements. They lead and develop their team to maintain a high-quality patient experience, achieve team objectives, and manage human resources issues discreetly and professionally. Additionally, the Supervisor collaborates with internal teams to ensure proper staffing and training and manages escalated inquiries. Plans work and carry out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision.
What you will do:
Staff Management and Development
Lead and support a team of agents for peak performance and goal achievement by coaching, guiding, and nurturing team members. Develop strategies and provide constructive feedback while ensuring compliance with department policies and procedures. Assign work, approve schedule changes, and identify training needs. Interview, hire, orient, train, evaluate, and, when necessary, discipline or discharge personnel. Resolve work-related issues and respond to inquiries professionally.
Performance Management
Conduct regular one-on-one meetings to assess performance, collaborating with HR on performance and disciplinary actions. Implement plans to address recurring performance, behavioral, or attendance issues while monitoring time, attendance, and schedule adherence.
Operational Oversight
Oversee team huddles, monthly meetings, and performance appraisals, while participating in candidate interviews. Ensure customer service goals are met and assist with call queues as needed. Maintain daily reports and communicate performance measures to staff. Identify operational issues and suggest improvements, submitting requests for new or revised articles for information management. Prepare reports and analyze data to assist with call center goals. Ensure subordinates are current on alarm codes, emergency procedures, and department policies. Manage system support requirements, work with vendors on upgrades, and supervise the testing and implementation of system modifications. Additionally, update internal user manuals and communicate changes to staff.
Perform Other duties as assigned.
What you will need:
High School Required Or
Associates Degree Business Administration/Management Preferred Or
Associates Degree Healthcare Administration Preferred
4 Years Related experience in lieu of degree required. And
2 Years 1-2 years’ supervisory experience. And
3 Years Communication Center Experience required. Or
1 Year Experience in supervisory or leadership positions within a call center or scheduling department preferred.
Experience in communication center operations.
Exceptional written and verbal communication skills.
A strong understanding of the communication center environment and the role leadership plays in the attraction, retention, and performance of high-quality employee talent.
Strong customer service skills and ability to interact with a diverse population of patients and employees.
Strong organization skills and the ability to multi-task.
The ability to provide coaching, guidance, and constructive feedback.
Strong analytical and problem-solving skills.
Benefits:
Career Pathways to Promote…