This position is responsible for providing daily supervision of department expectations, employee training, education, daily workflow monitoring, process improvement, and implementation of changes for the Customer Solutions Center. Reviews productivity reports and manages staff to assure they maintain quality, customer service and production standards. Responsible for assisting with department effectiveness by filling in for absent employees when determined need is critical based on team threshold definition. On call during non-working hours, on a rotation with other supervisors.
Utilizes quality improvement tools and techniques to assess work issues and make process improvements. Recognizes and addresses opportunities for improvement, understands best practices and uses root-cause analysis to understand the unintended consequences of decisions.
Creatively manages available resources and staffing issues. Sets goals for the team with an understanding of call center software and reporting, is accountable for the achievement of identified goals
Practices active listening skills to understand and anticipate the needs of the customer, including those with different cultural needs and desires. Takes action to meet the needs of all customer groups. Acts as a role model for customer service expectation.
Identifies and implements strategies to improve customer satisfaction based on satisfaction results. Provides statistics to key stakeholders to ensure compliance with service level agreements
Collaborates with the staffing supervisor to ensure adequate staffing, plans and schedules work for staff. Educates, coaches and ensures competency of staff, proactively implements process improvement. Ensures presence and visibility to staff in appropriate operational areas.
Understands employee satisfaction and takes action to achieve results. Values the uniqueness within, respects the differences between individuals and models appreciation. Establishes and reviews expectations that guide, motivate and hold people accountable for their work including metrics.
Conducts fair, accurate and timely performance reviews. Provides feedback and coaching on an ongoing basis. Motivates staff for top-level performance through discovery of staff aspirations and talents and assists them in realizing their goals.
Fosters a LEAN culture of reduced waste by thinking outside the box. Demonstrates effective stewardship of limited resources. Demonstrates ongoing fiscal responsiveness within and outside area of responsibility.
Demonstrates ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served.
Three or more years working in a contact center setting
Strong computer skills with electronic medical records experience.
Excellent verbal and written communication skills.
Exceptional customer service skills.
Proven leadership/supervisory abilities.
Ability to multi-task and manage multiple responsibilities.
Supervisory or progressive leadership in a health care related contact center setting
Together with the University of Minnesota and University of Minnesota Physicians we have created M Health Fairview. M Health Fairview is the newly expanded collaboration among the University of Minnesota, University of Minnesota Physicians, and Fairview Health Services. The healthcare system combines the best of academic and community medicine — expanding access to world-class, breakthrough care through our 10 hospitals and 60 clinics.Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Fairview is one of the most comprehensive and geographically accessible systems in the state, with 10 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area.Its broad continuum also includes 60 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership with the University of Minnesota, ...Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.