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Position Summary:
The TrilliumPlace Call Center Supervisor will provide leadership to staff to ensure effective operations, optimal performance, and quality improvements of the TrilliumPlace Call Center management and processes. This position will have daily supervisory functions of the team, evaluations, input on new employee selection process and disciplinary process. This position is responsible for high quality data collection and ensuring that customer service needs are met. This position will also take an active approach in working alongside the Referral Specialists daily. The supervisor will maintain open communication with Department Leadership, Behavioral Health Services and Patient Access. Additional functions include: participation in all software development testing, user training, development of policies and procedures, and understands the integration of all systems that affect department operations. Monitors compliance with all regulatory requirements and Carle Health policies. Other duties as assigned.
Qualifications:
EDUCATIONAL REQUIREMENTS
Associate’s Degree in in the field of business or related field.
EXPERIENCE REQUIREMENTS
2-3 years of experience in/with behavioral health and customer care services, critical decision making and priority setting, personnel selection, goal setting, disciplinary actions and evaluations, Medical Terminology, Medicare/Medicaid as well as other payors billing requirements, organization skills, ability to place client in correct behavioral health service based on needs and insurance.
ADDITIONAL REQUIREMENTS
SKILLS AND KNOWLEDGE
Budget Management, Client/Customer Excellence, Customer Service, Departmental Support, Employee Development, Patient Care, Performance Improvement, Relationship Building
Essential Functions:
Develops and maintains job knowledge to perform job duties
Operational Management
Develops effective decision-making skills and interpersonal relations to ensure a positive image of Carle Health – TrilliumPlace and focus on customer satisfaction.
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