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Call Center Supervisor-4712 Stoddard*: Sutter Health

Sutter Gould Medical Foundation is a not-for-profit health care organization dedicated to improving the health and well-being of people in the communities it serves. With 17 care centers in Modesto, Stockton and five other communities in the Central Valley, a full range of medical care is available at convenient locations. Physician services are provided by Gould Medical Group, Inc., serving Central Valley residents for more than 50 years.

Provides direct oversight for the operations of the Call Center. This position is responsible to ensure proper training for staff to achieve excellent customer service when answering the phone, registering, scheduling, and taking messages for patients. Responsible for call statistics, call monitoring, call auditing, and meeting monthly Call Center goals. Ensure proper staffing for department on a daily basis. Enforce the proper use of standard operating policies, procedures, and protocols by department staff. Compiles reports and other information to be distributed to upper management for analysis. Maintain professionalism, courtesy, and confidentiality at all times. Maintains excellent communication link between the Call Center and other internal departments. Responds to escalated telephone and patient inquiries. Research, responds, and address issues for patient complaints. Work as a team to achieve Call Center and organizational goals in order to provide quality patient care.

Sutter Gould Medical Foundation (SGMF)is a non-profit, multi-specialty health care organization affiliated with Sutter Health. Based in Modesto, SGMF provides quality medical care, health education and research activities in a five-county area. SGMF's medical staff includes family practitioners, internists and pediatricians, as well as a range of specialist physicians. Services include imaging, nuclear medicine, a health library, health education programs, occupational medicine, diabetes education, nutrition counseling, infertility counseling, and weight management.

High School graduate. Associate Degree in Business or Healthcare related field. Appropriate experience (4 years) may be substituted for Associate Degree. Candidate must have at least 1 year supervisory experience with direct customer service contact, preferably in a medical facility. Previous computer experience in a windows environment. Call Center experience highly preferred. Medical terminology and an understanding of health insurance guidelines are preferred. Committed to a professional, highly customer-focused call center environment. Enjoy working in a dynamic, fast-paced environment with good decision making skills. Outstanding customer service skills with sensitivity towards patients rights and confidentiality. Promote a positive approach through hands-on supervision, excellent attendance, great attitude, and teamwork. Ability to read, write, and verbally communicate in English using good spelling and grammar skills. Perform multiple tasks with high level of accuracy and insure quality communication. Organizational, analytical and good problem solving skills are required. The ability to supervise employees in a fast paced, highly stressful, customer service oriented environment. Must be able to enlist cooperation and build consensus among multi-disciplinary health care team. Must be detail oriented and accurate in work produced. Willingness to learn new things with a positive attitude. PLEASE APPLY USING THIS BUTTON ONLY