Call Center Supervisor
Full Time
Hennepin County, MN
$56,804 - $69,771 a year
Posted Just posted
Job description
Description
Come join us at The NorthPoint Health & Wellness Center, a state- of- the- art multicultural community based medical and dental clinic.
The NorthPoint Health & Wellness Center is seeking a Call Center Supervisor who enjoys working with the public, has strong communication skills, and a desire to help others while serving the community. In this role, you will manage, supervise, and coordinate activities of agents providing call center and guest service functions for their Call Center Supervisor position.
Current Hennepin County employees who refer a candidate hired into an open competitive position may be eligible for a $500 referral bonus. For more information visit the employee referral program page.
Location and hours:
New employees who are hired into remote positions between January 2, 2022, to December 31, 2024, will receive $500 toward the cost of establishing consistent internet connectivity, payable upon completion of 6 months of employment.
About the position type:
This is a full-time, benefit-earning position.
Click here to view the job classification specification.
This position is subject to the federal Centers for Medicare and Medicaid Services (CMS) Interim Final Rule on COVID-19 Health Care Staff Vaccination. As such, it requires the job offer to be conditional based on the candidate being fully vaccinated for COVID-19. “Fully vaccinated” means 14 days after receiving the second dose in a two-dose vaccination series approved by the U.S. Food and Drug Administration (FDA) on a full or emergency-use basis, or 14 days after receiving a single-dose vaccine approved by the FDA on a full or emergency-use basis. After a conditional job offer is made, the candidate must show proof of full vaccination prior to their start date. A COVID-19 vaccination card from the Centers for Disease Control and Prevention (CDC), a vaccination record from your doctor’s office or a personal digital vaccination record constitutes sufficient “proof.” The candidate must also attest they are vaccinated by completing a form on the first day of employment. Reasonable accommodations to this vaccination requirement will be considered upon request by a candidate for medical or religious reasons as required by applicable law.
In this position, you will:
- Supervise call center registration/scheduling specialists and guest service representatives by managing, mentoring, and coordinating the activities of English, bilingual-English, Spanish, and Hmong call center and guest services representatives who provide telephone client and in-person related services.
- Measure and demonstrate group and individual agent productivity through metrics by generating reports from CUIC phone software.
- Develop and supervise a team of representatives, prepare performance reports, create improvement plans and individual development plans to assist in the development of staff.
- Evaluate the call center system programming, maintain correct recorded announcement menus and phone tree options, make changes as necessary based on the time of day, day of week, or holidays. Work with IT department as needed.
- Collaborate with clinic directors and managers to determine scheduling guidelines and workflows to forecast volumes of calls and staffing requirements.
- Perform quality assurance checks of call center services by monitoring random inbound calls to assist in identifying ways to improve the quality, minimize errors, and track agent performance.
- Manage client and patient relations and resources to field questions and concerns. Recommend and implement corrective services to enhance the client experience from feedback received.
- Create and develop training documents and workflow designs and implement training practices and policies for call center and central registration representatives.
- Manage and implement budget for call center department and approve employee timesheets.
- Communicate confidential information while adhering to Health Insurance Portability and Accountability Act (HIPAA) laws.
Need to have:
- Three years or more of office clerical or administrative support experience and one year or more of supervisory or lead worker experience.
Nice to have:
- Experience:
- In training or preceptor skills.
- In mediation conflict resolution in a professional setting.
- Two years or more of working with EPIC and/or Dentrix.
- Two years or more performing front desk duties in a medical, dental, or behavioral health appointments setting or call center environment.
- Proficiency in Microsoft Office applications in a professional setting (e.g., Access, Excel, Outlook, PowerPoint, Word).
- Ability to:
- Apply conflict resolution and handle issues, such as client complaints and protected information, in a tactful and confidential manner.
- Understand routine correspondence and interpret and apply policies, rules, and procedures.
- Establish and maintain rapport with the public, effective working relationships with all levels of staff and customers and with people who have limited English skills.
Candidates with bilingual and/or multilingual skills are strongly encouraged to apply. Bilingual candidates who pass a language assessment may qualify for additional bilingual pay and duties.
About the department:
NorthPoint Health and Wellness Center is a federally qualified health center and human services agency located in North Minneapolis. Established in 1968, NorthPoint was formerly known as “Pilot City Health Center” and is operated by Hennepin County’s Division of Primary Care through a co-applicant agreement with a community board of directors. NorthPoint seeks to reduce health disparities, improve health outcomes, and enhance the overall quality of life for all residents of North Minneapolis by providing high quality medical, dental, and behavioral health care, along with integrated social services, with respect, dignity, and sensitivity to a culturally rich and ethnically diverse community. NorthPoint serves over 30,000 people annually.
About Hennepin County:
Hennepin is the largest county government organization in Minnesota. Our employees work every day to improve the health, safety and quality of life for our residents and communities. All of our jobs align to one or more of our overarching goals - that Hennepin County residents are healthy, protected and safe, self-reliant, assured due process, and mobile.
Our employees receive a combination of generous benefits and positive workplace culture not found at other organizations. This includes meaningful work that impacts our community, competitive pay, work-life balance, a variety of benefits and opportunities to grow. Learn more at The Bridge (log in as Guest).
Hennepin County envisions an organization where our commitment to diversity and the reduction of disparities is fundamental in providing excellent service to our community.
Your future. Made here.
About Hennepin County:
Hennepin is the largest county government organization in Minnesota. Our employees work every day to improve the health, safety and quality of life for our residents and communities. All of our jobs align to one or more of our overarching goals - that Hennepin County residents are healthy, protected and safe, self-reliant, assured due process, and mobile.
Our employees receive a combination of generous benefits and positive workplace culture not found at other organizations. This includes meaningful work that impacts our community, competitive pay, work-life balance, a variety of benefits and opportunities to grow. Learn more at The Bridge (log in as Guest).
Hennepin County envisions an organization where our commitment to diversity and the reduction of disparities is fundamental in providing excellent service to our community.
Your future. Made here.
This posting may be used to fill current and future vacancies.
This position will have access to systems or other documentation that contain HIPAA data.
Invitations to interview will be based upon an assessment of education and experience. Final candidates may be required to complete a drug test and/or background check.
If you have any questions, please contact:
Kristin Checco
Why work here?
Hennepin County embraces the Total Rewards philosophy. We want our employees to succeed – not only at work but as they move through life and its milestones. We offer advantages and opportunities others can't – including:
- Meaningful work
- Public service
- Competitive pay
- Work-life balance
- Generous benefits
- Opportunities to grow
- Commitment to your success
By working in public service, we are a part of something larger than ourselves. Together, we support those in need. We help people access information and services. We empower vibrant and diverse communities. We serve residents.
Employee Benefits Summary
Visit our benefits page to learn more: bridge.hennepin.us/eligibility.
If you are a current Hennepin County employee please be aware that any change in job classification may affect your current benefits (such as a conversion from Vacation/Sick Leave to Paid Time Off and/or enrollment in a Health Care Saving Plan.) .
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