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Supervisor Contact Center Rep

Req #:  119352
Facility:  Advocate Medical Group
Department:  Management/Supervisory
City:  Rosemont
Posting Budget Status:  Day/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.


If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case~by~case basis.

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


Nearest Major Market: Chicago