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Supervisor Contact Center Rep

Req #:  121276
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 interpersonal 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 department.
Ability to work in a changing environment.
Ability to use computer terminal for extended time frames.
Ability to prioritize independently and respond to multiple simultaneous 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:
Primary responsibilities for the supervisor position include coaching to ensure that appropriate performance standards are met for all team members (agents) and develop weekly, monthly, and annual development and employee engagement plans for their assigned team. This role also includes the relationship management with an assigned group of practice sites to ensure that patient appointment requests, site feedback and inquiries are properly coordinated, monitored and resolved, with follow~up communication to the practice site. As necessary, the supervisor will handle escalated patient calls to resolve the patient concern This role has the additional responsibility for updating Knowledge Base in SharePoint to ensure accurate information is being provided to all staff to service patient calls. The Supervisor ~ Contact Center also conducts new team member interviews, performance management and corrective action for their team and career development for agent team.

Accountabilities:
Accountabilities and Job Activities
Organizational Climate
Other Duties
Staff Development Responsibilities
Performance Monitoring and Quality


Nearest Major Market: Chicago