The Patient Support Center Supervisor at CCRM oversees a team of representatives in the Patient Support Center. This position is responsible for managing and monitoring their team, ensuring accuracy with patient scheduling, handling customer escalations, and maintaining accurate reporting. This position reports directly to the Manager of the Patient Support Center.

What You’ll Do Every Day

• Provide weekly call monitoring and coaching with team
• Stay current with all scheduling changes and guidelines and communicate changes to team
• Provide a positive, confident, and productive atmosphere
• Identify areas of opportunity for training, and support training when necessary
• Provide continuous process improvement based on call observations
• Attend staff-meetings, and other ad-hoc meetings as necessary
• Provide answers for a wide range of questions in order to assist existing patients during their journey at CCRM
• Maintain weekly reporting and documentation on team performance
• Hold team accountable to performance expectations, including issuing performance plans when necessary
• Communicate with physicians, nurses, front desk staff, billing office, and others as needed regarding patient questions, unusual issues, circumstances staff need to know about, etc.

Other Duties

Required Knowledge, Skills and Abilities

• Must have a strong understanding of call centers and/or medical scheduling
• Must exhibit emotional maturity, professionalism, stability, and flexibility in changing situations
• Must exhibit courteous, compassionate and respectful treatment with all individuals at all times
• Strong ability and willingness to participate as a team player and be willing to perform duties of others as needed
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills
• Excellent organizational skills, attention to detail, and ability to multi-task
• Excellent time management skills with a proven ability to meet deadlines
• Ability to prioritize tasks
• Ability to function well in a high-paced and at times stressful environment
• Proficient with Microsoft Office Suite or related software
• Ability to communicate and exchange accurate information with others.

Education and Experience

• Minimum of a High School Diploma, or equivalent; College degree, preferred.
• At least one year of experience in a call center or scheduling center environment
• Demonstrated ability to lead, coach, and develop effective teams

Supervisory Responsibilities

• Oversees the daily workflow of the staff and department
• Provides constructive and timely performance evaluations
• Handles discipline of employees in accordance with Company policies

Working Conditions

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to occasionally lift up to 15 pounds.
• Professional office environment with daily use of standard office equipment such as computers, telephones, photocopiers, and scanners.

Why Join CCRM Fertility?

What we Offer our Team Members

• Competitive pay and bonus opportunity
• Medical, dental and vision benefits
• 401(k) with Company match
• Paid time off and holiday time
• Professional development opportunities
• Job training and cross training opportunities

FLSA Status

Pay Range

Pre-Employment Requirements

CCRM Fertility has 34 locations in North America, serving patients in 12 major metropolitan areas, including Atlanta, Boston, Dallas-Fort Worth, Denver, Houston, New Jersey, New York, Northern Virginia, Minneapolis, Orange County, San Francisco Bay Area, and Toronto.

CCRM Fertility is a proud strategic partner of Unified Women’s Healthcare, a focused women’s health company that strategically operates, affiliates, or invests in business that drive better outcomes and experiences for patients for every milestone and moment of her healthcare journey. For more information, visit www.ccrmivf.com.

Equal Employment/Anti-Discrimination

We are an equal opportunity employer. In all aspects of employment, including the decision to hire, promote, discipline, or discharge, the choice will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.