Job Description

Patient Contact Center Supervisor

Business Office · Patient Contact Center
Plantation, FL
Patient Contact Center
Full Time, Days
Weekly Schedule: Monday - Friday 9:00a - 6:00p
Bilingual: None
Bilingual Type: N/A
Posted 10/27/2021
Req # 6959

PRIMARY FUNCTION: The Supervisor, Patient Contact Center will ensure that high quality service is being delivered and departmental performance metrics are being met.

REPORTS TO: Manager, Patient Contact Center

SUPERVISIORY RESPONSIBILITIES: The Supervisor, Patient Contact Center will lead, develop and coach a team of Patient Contact Center agents.


ESSENTIAL FUNCTIONS OF THE JOB: (This list may not include all of the duties that may be assigned.)

1.    Responsible for the training and development of new and existing PCC agents by assisting with new hire training classes and conducting refresher training.

2.    Ensure agents understand and comply with all call center objectives, performance standards, and policies.

3.    Monitor and evaluate agent performance, to include, but not limited to 60 / 90 day and annual performance evaluations as well as typically monitoring 3-4 agent calls per month / per agent. Provide learning or coaching opportunities, and take corrective action, if necessary. 

4.    Monitor agent’s daily attendance and login / logout report. Enter agent’s manual timecard into ADP when applicable, update missing punches and approve timecards. Review and approve or deny PTO requests. 

5.    Answer agent questions regarding best practices and difficult calls. Handle escalated calls requiring management involvement. May also be required to take regular agent calls as needed.

6.    Identify operational issues and suggest possible improvements. Work with other supervisors and management team members to support agents and maximize customer satisfaction.

7.    Perform other various duties as assigned.


Education: High School Diploma or equivalent. 

Licensure: MA or RN certification may be required in roles that will be supervising MA / RN PCC agents.

Experience: Minimum of 1-year experience in a call center environment. Previous Healthcare experience required.

Knowledge, Skills & Abilities: 
Knowledge of XPM/EHR and In-Contact desired. Familiar with automated call distribution, IVR, and skill-based routing systems. Must have strong verbal, written, and interpersonal communication skills. Demonstrates ability to work well in a team environment. Strong multi-tasking skills. Attention to detail, accuracy and timeliness are critical. Knowledge of computers required. Ability to de-escalate high stress situations.

Application Instructions

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