Current Openings >> Customer Service Supervisor
Customer Service Supervisor
Summary
Title:Customer Service Supervisor
ID:4556
Department Location:N/A
Category:Administrative / Clerical / Skill Trades
Description
Peak Vista Community Health Centers is a non-profit healthcare organization whose mission is to provide exceptional healthcare to people facing access barriers.  We provide primary care services (medical, dental and behavioral healthcare) through 28outpatient health centers in El Paso,Teller, Lincoln, Adams, Elbert and Kit Carson counties.  We deliver care with our strong “Hospitality” culture.  Our organization has over 600 employees and serves over 82,000 patients in the Pikes Peak and East Central Plains region.  Peak Vista is a Federally Qualified Health Center and is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC).

Job Summary (Essential Functions)


Customer Service Center Supervisors (Supervisor) will provide supervision for all Customer Service Center (CSC) staff, they will be in charge of the CSC QA call monitoring process and the new agent training program along with providing coaching as necessary. Supervisors will also be involved in the monitoring of the CSC staff attendance, error log and departmental disciplinary actions for CSC employees. The Supervisor will also be involved with the 3 and 6 month evaluations of CSC staff. The Supervisor must demonstrate thorough knowledge of all SOP involving staff and patient regulations including (HIPPA) and of on-going clinic specific center regulations.  Supervisors will be involved in setting up interviews and in the selection of future CSC employees. Supervisors will also be responsible for updating of all training and reference materials including but not limited to the Desk Top Reference (DTR).  Supervisors will manage the CSC floor in the absence of the department manager and will often be the first point of reference for quick resolution scenarios for all Clinical Team Managers; this could include escalated call situations. Supervisors will also be expected to help the team on phones as needed to keep up with call demand.  They will also be involved in the EPM training and the Customer Service training of all incoming employees during the new employee orientation. Other duties as assigned by customer service center manager or leadership team members.


Supervision Received: Customer Service Center Manager
Supervision Exercised: CSC Agents I, CSC Agents II
 
Qualifications
 
Education: High School Graduate or GED. Associates degree in the healthcare field, preferred.

Work Experience: Minimum of 2 years in a customer service environment; one year in a call center environment and experience with appointment scheduling. Documented leadership or management experience preferred.  6 months as CSC Agent II preferred.

Cognitive Skills (Language, Math, Reasoning Ability): Contact Center Agents must possess strong verbal skills; decision-making skills, proper spelling and grammar usage, excellent customer service skills, and bilingual are (Spanish/English) preferred.

Computer Skills: Computer Literate, keyboarding skills, and knowledge of Internet use required.

Other Skills: Minimum one-year experience in customer service preferred. Experience in appointment scheduling and proficient in general office equipment a plus. (Fax machine, Telephone, Copier, etc.)

Certificates & Licenses: N/A
 
Physical Demands: Frequent standing and walking, occasional long periods of sitting, moderate bending, moderate energy requirements, and frequent fine motor skills. Looking at computer screen continuously for long periods of time, hearing within normal range. Must be able to lift 20 pounds.
 
*Successful candidates will need to complete pre-employment screening; which includes, but is not limited to a Criminal Background check.
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