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Supervisor Contact Center Rep

Req #:  115597
Facility:  BroMenn Medical Center
Department:  Management/Supervisory
City:  Rosemont
Posting Budget Status:  PM
Shift Type:  Full Time - Permanent
Posting FTE:  1

Position Requirements:
Bachelor's degree or equivalent.
4 to 5 years of experience in a contact center or customer service environment.
Excellent communication skills.
Excellent customer service skills.
Excellent problem solving skills.
Demonstrates accuracy and attention to detail.
Self~directed.
Ability to work under pressure.
Excellent computer skills.
Advanced knowledge of Microsoft Word and Excel.
Ability to work well in a team environment.
Medical terminology knowledge.
ACD experience.
Call center certifications helpful but not required. Maintains high energy and a positive attitude.
Demonstrates a personal commitment to promoting and providing excellent customer service.
Adapts rapidly to change and balances multiple priorities. Thinks quickly and uses appropriate judgment.
Possesses excellent interper~sonal skills, diplomacy, and patience while interacting with customers and colleagues.
Takes initiative, a leader, and a coach.
Extensive travel to Advocate sites is required.
Occasional long~distance travel.
24 hour, 7 day on call support is required.
Ability to work under stressful conditions with demanding customers.
Ability to work varying shifts to meet the needs of the depart~ment.
Ability to work in a changing environment.
Ability to use computer terminal for extended time frames.
Ability to prioritize independently and respond to multiple simulta~neous requests.

Hours: 2:00pm til 11:30pm or 3:00pm til 12:30am


Purpose:
This position is responsible for overseeing all Contact Center Representatives, ensuring that patient appointment requests and inquiries are properly coordinated, monitored, tracked and resolved, with adequate and follow~up communication performed. This role includes direct responsibility for training and orienting new staff, developing annual development plans for existing staff, and ensuring that appropriate performance standards are met for all teams reporting to this role.

Accountabilities:
Lead, Supervisor, and Managerial Responsibility
Organizational Climate
Other Duties
Staff Development Responsibilities
Performance Monitoring and Quality

About Advocate Health Care

 

Advocate Health Care, named among the nation’s Top 5 large health systems based on quality by Truven Analytics, is the largest health system in Illinois and one of the largest health care providers in the Midwest. Advocate operates more than 250 sites of care, including 12 hospitals that encompass 11 acute care hospitals, the state’s largest integrated children’s network, the state’s largest emergency and Level I trauma network, one of the area’s largest home health care companies, and the region’s largest medical group. Advocate Health Care has 4 teaching hospitals and is a not-for-profit, mission-based health system affiliated with the Evangelical Lutheran Church in America and the United Church of Christ.

 


Nearest Major Market: Chicago