Job Description

Why UT Southwestern?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. At UT Southwestern, we invest in you with opportunities for career growth and development that align with your future goals and help to provide security for you and your family. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more that are all available on the day you start work. UT Southwestern is honored to be a Veteran Friendly work environment that is home to approximately 800 veterans. We value your integrity, dedication, and the commitment you’ve made to our country. We’re proud to support your next mission. Ranked by Forbes as one of the Top 10 National Employers, we invite you to be a part of the UT Southwestern team where you’ll discover teamwork, professionalism, and consistent opportunities for growth.

Job Summary

UT Southwestern is in search of a Supervisor of CTCS in their IR Health CTCS department. The Supervisor supervises Physician Communication Coordinators (PCCs) to ensure staff is cognizant of CTCS call center goals, objectives and ongoing adherence to quality standards, deadlines, and procedures. . Educate, guide, and direct all assigned representatives regarding departmental service metrics. Provide individual coaching and training, or implement appropriate disciplinary actions as needed. \n3. Handle customer follow ups and escalation calls to assist callers in resolving any issues and ensure client quality demands are exceeded. Maintain knowledge of current and updated quality and compliance standards and ensure successful implementation of any necessary procedural changes.

Third Shift

Experience and Education

Required :
High School Diploma or GED required. Eight (8) years medical call center agent experience required.

One (1) year supervisory experience or successful completion of a company-provided training program in customer service and employee supervision required.

Experience with advanced computer and telephone equipment, and software relevant to the industry preferred.

Job Duties

Supervise Physician Communication Coordinators (PCCs) to ensure staff is cognizant of CTCS call center goals, objectives and ongoing adherence to quality standards, deadlines, and procedures.

Educate, guide, and direct all assigned representatives regarding departmental service metrics.

Provide individual coaching and training, or implement appropriate disciplinary actions as needed.

Handle customer follow ups and escalation calls to assist callers in resolving any issues and ensure client quality demands are exceeded.

Maintain knowledge of current and updated quality and compliance standards and ensure successful implementation of any necessary procedural changes.

Complete any required reporting accurately and in a timely manner.

Continuously monitor CTCS operations to improve representative performance, and identify strategies to improve quality and efficiency of operating platform. Analyze data to identify performance trends, as well as root causes of quality issues.

Determine drivers of good/bad performance and create solutions for improvement.

Work in conjunction with individual departments and health system leadership to build awareness of CTCS services.

Develop policies and procedures for the center.

Duties performed may include one or more of the following core functions: (a) Web on Call Operation, (b) Pager operation, (c) Answering service billing, (d) Answering service training, (e) Programs Operations (Stroke, Transfers, and Transplant), (f) Code operations, (g) after hours answering service, (h) Operator services, (I) Paging Operations.

Maintain professional and technical knowledge by monitoring emerging trends in Call Center operations management; attend educational workshops, participate in benchmarking state of the art practices.

Provide operational support by troubleshooting any issues representatives are experiencing with internal systems (i.e. SPOK, Unify, Everbridge, network connectivity, etc.)

Security

This position is security-sensitive and subject to Texas Education Code §51.215, which authorizes UT Southwestern to obtain criminal history record information. UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.

To learn more, please visit: why-work-here/diversity-inclusion

Similar Jobs