Call Center Supervisor

Job not on LinkedIn

🔥 0 minutes ago

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $47.7k - $71.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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University of Maryland Faculty Physicians

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

📚 Education

🧘 Wellness

Healthcare • Education • Wellness

University of Maryland Faculty Physicians is a clinical group practice affiliated with the University of Maryland School of Medicine that provides a wide range of outpatient medical services, including dermatology, cardiology, ophthalmology, urgent care, facial plastic surgery, and medi-spa treatments. The organization operates multiple patient-facing clinics, offers patient portal services (MyChart), appointment scheduling, billing, and partners with the university for clinical education and faculty-led care.

📋 Description

• Supervise and support daily operations of the call center team within the ENT practice • Monitor call volumes and staffing levels to ensure service goals are met • Train, mentor, and evaluate call center representatives • Conduct performance reviews and provide coaching to improve employee performance • Assist with recruiting, interviewing, onboarding, and retention efforts • Monitor productivity metrics, including call volume, hold times, abandonment rates, and scheduling accuracy • Ensure team members understand provider schedules, scheduling templates, and practice workflows • Handle escalated patient concerns and assist with conflict resolution • Ensure accurate documentation of patient interactions within the EMR • Collaborate with providers, clinical staff, and administrative leadership regarding workflow changes • Generate departmental reports and communicate performance metrics to leadership • Maintain confidentiality of patient PHI and comply with HIPAA requirements • Support a culture of exceptional customer service and patient satisfaction • Perform all other duties as assigned

🎯 Requirements

• High school diploma or GED required; associate degree or bachelor's degree preferred • Minimum three (3) years of customer service, call center, medical office, or healthcare experience required • Minimum one (1) year of supervisory or leadership experience preferred • Previous appointment scheduling experience in a multi-provider healthcare setting preferred • Knowledge of medical terminology and healthcare office workflows required • Proficiency in Microsoft Office and electronic medical record (EMR) systems • Strong leadership, coaching, and team development skills • Excellent verbal and written communication skills • Strong organizational skills and attention to detail • Ability to maintain confidentiality and comply with HIPAA requirements • Ability to travel between offices as needed • Ability to occasionally lift up to 25 pounds