Overview
The Trillium Place Call Center Supervisor will provide leadership to staff to ensure effective operations, optimal performance, and quality improvements of the Trillium Place Call Center management and processes. This position will have daily supervisory functions of the team, evaluations, input on new employee selection process and disciplinary process. This position is responsible for high-quality data collection and ensuring that customer service needs are met. This position will also take an active approach in working alongside the Referral Specialists daily. The supervisor will maintain open communication with Department Leadership, Behavioral Health Services and Patient Access. Additional functions include: participation in all software development testing, user training, development of policies and procedures, and understands the integration of all systems that affect department operations. Monitors compliance with all regulatory requirements and UPH policies. Other duties as assigned.
Qualifications
Education: Associate's Degree: Business Management; Related Field.
Certification & Licensure Requirements - Use of usual and customary equipment used to perform essential functions of the position. Upon Hire
Other RequirementsBudget Management, Client/Customer Excellence, Customer Service, Departmental Support, Employee Development, Patient Care, Performance Improvement, Relationship Building,
Responsibilities
Develops and maintains job knowledge to perform job duties
- Understands and able to clearly articulate the vision and value for referral and call center management
- Understands, embraces, and educates on superior levels of customer service and issues resolution to be able to provide a high level of support to our providers, staff, and patients.
- Collaborates with behavioral health services operational leaders to establish and maintain open communication to foster an environment of openness, trust and teamwork.
- Handles all customer complaints expediently.
- Monitors departmental and service traffic and redirects the workload as necessary.
- Develops and implements on quality improvement projected related to customer satisfaction annually.
- Monitors and communicates individual and department productivity.
- Ensures all departmental communication devices and equipment are always in optimal operating condition.
- Manages interviewing and hiring new staff members, including completing new employment forms and coordinating orientation and training programs.
- Assists with annual budget process and the day-to-day financial operations of the Trillium Place Call Center
- Maintains current knowledge of payer specific requirements of prior authorization by attending virtual workshops, researching and reading newsletters to create a more effective process for obtaining prior authorization.
- Handles all staff call-offs.
- Assists with coordination of the department work schedule and post 6 weeks in advance.
Operational Management
- Provides written policy direction to all staff.
- Performs employee evaluations in a timely manner; allowing adequate preparation time to ensure that all skills are evaluated fairly and accurately.
- Manages and maintains updates to the referral management tool.
- Develops and maintains employee's schedule in a timely manner.
- Maintains statistics to monitor staff responsibilities.
- Reviews with each Call Center employee the importance of a proper data collection on a quarterly basis.
- Assists in the annual budget process.
- Creates, reviews, and continually updates training manuals and material.
- Understands symptoms, causes, and treatment of mental health, addiction, and substance use problems to identify proper location that best fits the consumer’s needs and insurance coverage.
Develops effective decision-making skills and interpersonal relations to ensure a positive image of Carle Health – Trillium Place and focus on customer satisfaction
- Demonstrates appropriate leadership and supervisory skills as required
- Screens and interviews applicants
- Completes the 30-day FOCUS Follow-Up with new hires
- Performs timely yearly performance reviews with staff
- Develops personal development action plans with staff on an annual basis with performance reviews.
- Responds to staff inquiries in a timely manner.
- Handles situations not covered by standard protocol/procedures and makes appropriate decisions when necessary.
- Uses good judgement when dictated to deviate from standard procedures and proceeds on own initiative.
- Demonstrates the ability to discern and report to the Director any problems which require his/her attention.
- Courteously accepts instructions and change from the senior leadership, adapting quickly to changing conditions and procedures.
About Us
Find it here.Discover the job, the career, the purpose you were meant for. At Carle Health, we're committed to fostering a workplace where every team member feels valued, respected and empowered, where passion and purpose come together to positively impact the lives of our patients and our communities. Find it all at Carle Health.
Our nearly 17,000 team members and providers work together to support patient care across central and southeastern Illinois. We’ve grown to include eight, award-winning hospitals and a multispecialty provider group with more than 1,500 doctors and advanced practice providers. We’re developing the next generation of providers and healthcare professionals through Carle Illinois College of Medicine, the world’s first engineering-based medical school, and Methodist College. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet® designations, the nation’s highest honor for nursing care. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: .
Compensation and Benefits
The compensation range for this position is $22.1per hour - $36.91per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate’s experience, qualifications, location, training, licenses, shifts worked and compensation model. Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org/benefits.
