Are you interested in helping Mass General Brigham advance its mission of enhancing patient care? Do you enjoy a fast-paced environment? Are you interested in being part of a growing team that's working to bring new ideas to old problems? If you answered yes to any of these questions - our Supervisor position might be the right fit for you.
The MGB Access Center is looking for qualified candidates to fill a Supervisor position. The Supervisor role is key to Mass General Brigham's effort to improve patient access across ambulatory services and design patient-friendly systems and services. The Access Center Supervisor provides leadership and support to front-line telephone agents and support staff to ensure that patients' needs are met quickly and efficiently and with a high caliber of service.
Under the general direction of the Access Center Manager, the incumbent is responsible for the day-to-day operations of a Service Line within the Access Center. The Supervisor is responsible for ensuring productivity and quality standards are met. The Supervisor is also responsible for building and maintaining relationships with departments across the hospital network to ensure the service line access center is meeting the needs of all stakeholders and customers.
Principal Duties & Responsibilities
Provides leadership and direction and encourages teamwork. Facilitates interactions amongst team members and works to maintain positive morale.
Responsible for managing service levels for teams under their purview, based on set targets; in collaboration with the Manager, also responsible for problem-solving to improve performance when targets cannot be met.
Develops and maintains schedules and forecasts workloads and staff requirements. Restructures staffing model to meet any changing needs of the department, including absences, vacation, and training.
Assists with and responds to escalated customer calls. Investigates and resolves complaints, questions, and concerns.
Acts as a liaison between Access Center team members and MGB practice managers and staff to ensure shared responsibilities and handoffs between the Access Center and hospital departments are working as designed to support department and organizational goals; works with Access Center Manager to mitigate as needed
Provides coaching and mentoring to team members to improve operational effectiveness and quality.
In collaboration with the Training and Quality team, consistently monitors progress and provides feedback on team member performance. Administers corrective action for less than acceptable performance and/or other issues.
Completes timely performance reviews and ensures annual training is complete.
Responsible for recruiting and hiring all new team members.
Identifies system and operational problems through analysis of the current process. Recommends solutions and improvements. Participates in departmentwide improvements, working in collaboration with other members of the department.
Participates in the development and communication of department policies and procedures
Prepares and approves weekly payroll for direct reports and may provide coverage for other teams as needed.
Bachelor's degree or equivalent experience required; Master's degree strongly preferred
2-4 years contact center experience in a supervisory role required
1-2 years prior healthcare experience strongly preferred
Proficient with Microsoft Office and contact center software
Skills & Abilities
Strong leadership skills, ability to coach and lead by example
Ability to effectively manage change and adapt quickly
Experience with change in large, complex organizations
Operational, problem solving and decisionmaking skills
Strong communication, interpersonal and team building skills
Excellent customer service skills
Knowledge of medical terminology (preferred)
Managed care plan requirements (preferred)
Ability to exercise judgment in dealing with sensitive, confidential information
Ability to handle a high volume of work in a demanding and fastpaced environment
Will directly supervise a staff of 15+ FTEs
Responsible for prudent fiscal management of program resources (e.g. supplies, telephones, etc.)
No budget responsibility at this time.
A cubicle or shared office space will be provided
Standard office setting
On or near the Mass General main campus
May require occasional local/regional travel to represent department
May require attendance at meetings outside of regularly scheduled hours
Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.