NOTE: This opening is available to current Revere Health employees.
At Revere Health, we value the health of our patients above all else. As the largest independent multi-specialty physician group in Utah, our healthcare system gives patients the best in communication, quality, coordination and innovation. Founded in 1969 in Provo, Utah, Revere Health has grown to include 29 medical specialties in over 100 locations throughout Utah, Arizona and Nevada.
As the first Accountable Care Organization (ACO) accredited by Medicare in Utah, and the only Next Generation ACO in the state, Revere Health offers a unique, patient-oriented approach to healthcare. We strive to keep medical costs at a minimum while providing the utmost in quality healthcare.
Revere Health: Your Health Above All Else.
This opening will primarily focus on filling the Team Lead role in the Contact Center.
Position Summary:
This is a great opportunity to work in a respected practice as a Contact Center Supervisor. Successful candidate must maintain a professional image in all communications. Must be able to multi-task while maintaining good patient and staff relations along with providing outstanding customer service.
Duties and Responsibilities:
GENERAL DUTIES:
Expected to work onsite full time in our Provo, Utah office. Manages difficult or emotional patient situations in a professional manner. Responds promptly and courteously to patient’s needs. Demonstrates accuracy and thoroughness when entering information in computer systems. Effectively works as part of the team to achieve Contact Center- and organization-level goals in order to provide quality patient service. Checks e-mail & team chats throughout the day, researching situations and responding to communications in a timely manner. When needed, assists department in answering incoming calls in order to help patients, providers, and peers in a personal, efficient, and organized manner. Possess good communication skills, including telephone etiquette, grammar and spelling skills. Provides courteous and friendly service to all and contributes to a positive work environment.TEAM LEADERSHIP DUTIES:
Primary responsibility of supporting agents as they help deliver quality interactions to Revere Health patients. This is done by leading continuous positive interactions, ensuring Contact Center processes and systems are being utilized, and ensuring your agents are meeting all daily, weekly, monthly, and annual KPI’s and performance expectations. Promotes an environment of stability by thoughtfully responding to challenges, vs. reflexively reacting, and helps to encourage their team to do the same. Improves agent KPI’s through call monitoring, coaching and providing regular performance reviews. Enforces and communicates clinic policies/Departmental standards such as dress code, time off, punctuality, phone etiquette, accuracy, HIPAA, etc. Monitors call queues and ensures agent behaviors are appropriate to meet fluctuating call volumes. Monitors hours and schedule adherence of agents to help ensure the Contact Center maintains phone coverage to provide effective and efficient patient care. Counsels with employees and administers oral and written warnings when appropriate. Implements disciplinary action process when necessary and develops corrective action plans. Other duties and special projects as requested or assigned.DEPARTMENT LIAISON DUTIES:
Acts as a crucial partner with the with Revere Health departments by communicating best practices, to help ensure efficient patient-centric services. Assists the Contact Center in maintaining positive relationships, and reinforces productive communication processes. Demonstrates a clear understanding of Contact Center policies, processes tools and systems, and our role in providing quality patient experiences. Works with the department manager and other team leads with the analysis, development, and simplification of department protocols. Communicates with Department Point of Contacts frequently by phone, by email, and in person. Responsible for the training of new hires and uptraining of current employees for their departments. Responsible to ensure the Contact Center continually has accurate and updated information on department protocols. This should primarily be accomplished through proactive efforts, rather than responding to error notifications from our department contacts. Other duties and special projects as requested or assigned.Qualifications: