Job Description

The Call Center Supervisor is responsible for overseeing the daily operations of the call center team within the ENT practice. This position ensures exceptional patient service, efficient scheduling practices, quality assurance, staff training, performance management, and compliance with organizational policies. The Call Center Supervisor serves as a resource for team members, assists with escalated patient concerns, and collaborates with clinical and administrative leadership to optimize patient access and communication.

Essential Functions

• Supervise and support daily operations of the call center team.
• Monitor call volumes and staffing levels to ensure service goals are met.
• Train, mentor, and evaluate call center representatives.
• Conduct performance reviews and provide coaching to improve employee performance.
• Assist with recruiting, interviewing, onboarding, and retention efforts.
• Monitor productivity metrics, including call volume, hold times, abandonment rates, and
  scheduling accuracy.
• Ensure team members understand provider schedules, scheduling templates, and
  practice workflows.
• Handle escalated patient concerns and assist with conflict resolution.
• Ensure accurate documentation of patient interactions within the EMR.
• Collaborate with providers, clinical staff, and administrative leadership regarding workflow changes.
• Generate departmental reports and communicate performance metrics to leadership.
• Maintain confidentiality of patient PHI and comply with HIPAA requirements.
• Support a culture of exceptional customer service and patient satisfaction.
• Perform all other duties as assigned.

Education and/or experience

• High school diploma or GED required; associate degree or bachelor's degree preferred.
• Minimum three (3) years of customer service, call center, medical office, or healthcare experience required.
• Minimum one (1) year of supervisory or leadership experience preferred.
• Previous appointment scheduling experience in a multi-provider healthcare setting preferred.
• Knowledge of medical terminology and healthcare office workflows required.
• Proficiency in Microsoft Office and electronic medical record (EMR) systems.
• Strong leadership, coaching, and team development skills.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to maintain confidentiality and comply with HIPAA requirements.

Physical Requirements

• Sitting and standing for long periods of time.
• Extensive computer and telephone use.
• Ability to travel between offices as needed.
• Ability to occasionally lift up to 25 pounds.

Total Rewards
The referenced base salary range represents the low and high end of Chesapeake Specialty Care salary range for this position. Some candidates will not be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, internal equity, responsibility factor and span of control, education/training and other qualifications.