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Communications Call Center Supervisor-BJC Commons Bldg

Job Description


Job ID: 1196902
Employment Status: Full-Time
More Information:

BJC Medical Group is a dynamic, multidisciplinary group with locations across the St. Louis metropolitan and outlying areas. The physicians, providers and staff of BJC Medical Group provide the highest level of care to thousands of patients every day.


Overview


Role Purpose

This position is responsible for the day to day oversight of contact center services to support BJC HealthCare, its hospitals and shared services. Individual will ensure operational standards are met while delivering superior performance and exceptional customer experience. The position in addition to supervising will also be assisting the call center staff with all of their duties and responsibilities.


Responsibilities

  • Manages individual(s) including but not limited to: hires, trains, assigns work, manages & evaluates performance, conducts professional development plans. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
  • May participate in the development of departmental staffing, revenue and/or expense budgets and having direct responsibility for adhering to those goals. This includes responding to changes in the business which may affect the ability to achieve the budget goals.
  • Provides access for consumers to BJC hospitals and HSOs by overseeing the call center functions. Defines and monitors clear and measurable objectives, including quality assurance of phone calls.
  • Ensures effective reporting to and communications with clients, including HSO leadership, physicians and department leadership.
  • Assumes responsibility for professional enhancement; maintains a thorough knowledge of unit, department, and BJC. Develops and delivers training programs for staff relating to operational and healthcare offerings.
  • Identifies and resolves operational problems using defined processes, expertise and judgment. Ensures audits are conducted, standards are met, successful outcome are achieved.
  • Monitors and reports call center productivity and success indicators. These metrics will include staff productivity, abandon call rate, average answer speed, appointments scheduled, filled fields and caller satisfaction.

  • Minimum Requirements

     

    Degree

  • High School Diploma or GED
  •  

    Experience

  • 2-5 years
  •  

    Supervisor Experience

  • < 2 years

  • Benefits Statement

    Note: not all benefits apply to all openings

    -  Comprehensive medical, dental, life insurance, and disability plan options
    -  Pension Plan*/403(b) Plan
    -  401(k) plan
    -  Tuition Assistance
    -  Health Care and Dependent Care Reimbursement Accounts
    -  On-Site Fitness Center (depending on location)
    -  Paid Time Off Program for vacation, holiday and sick time

    *Pension does not apply to Memorial Hospital, Memorial Hospital East, Memorial Medical Group, Alton Memorial or Parkland Health Center


    Legal Statement

    The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

     

    Equal Opportunity Employer