Full Time

M-F Days

Remote for The Appointment Center

Summary:

The Supervisor Appointment Center supervises employees, provides leadership, coaches and develops teams performance to company's goals and expectations. This role manages scheduling, hiring, training, and performance to create a customer- and team-focused culture. The supervisor is accountable for meeting key operational metrics and supporting continuous improvement across the department.

Responsibilities:

1. Foster a customer-focused, team-oriented environment that supports service excellence.

2. Lead team performance to meet both monthly and weekly appointment center metrics, reporting them up to leadership and communicating where improvements could be made. (ASA, Service level etc)

3. Interviewing and hiring potential candidates that are aligned with our team's values and organizational mission.

4. Meets with team members to discuss goals, concerns, and attendance, including managing biweekly timecards

5. Works with Workforce Management to ensure appropriate call coverage.

6. Responsible for yearly performance evaluations, disciplinary actions and terminations pursuant to Akron Children's policy.

7. Coordinates with the training team regarding new hire onboarding and ongoing educational needs.

8. Works with other departments within the hospital leading to mutual success across the organization.

9. Support staff in adapting to operational changes, tools, and technology

10. Other duties as assigned

Technical Expertise

1. Call center knowledge preferred

2. Basic analytical knowledge preferred

3. Proficiency in using Microsoft software (Excel, PowerPoint, Outlook, Teams and Word)

4. Communication and relationship building skills required.

5. Ability to function independently and as a team player in a fast-paced environment required.

Education and Experience

1. Education: High school diploma or equivalent is required.

2. Licensure: None

3. Certification: None

4. Years of relevant experience: Minimum of 3 years in healthcare, customer service, business, or related field.

5. Years of supervisory experience: 1 year leading a remote team is preferred. 

Full Time

FTE: 1.000000

Status: Remote