Supervisor, Patient Access Contact Center- Communications Center-Arlington Heights, IL

• Sign on bonus: N/A
• Position: Supervisor, Patient Access Contact Center - Communications Center
• Hourly Pay Range: $26.61 -$39.92. The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.
• Location: NCH 800 W Central Rd Arlington Heights
• Full Time/Part Time: Full time
• Hours: Monday-Friday, 8am - 5pm
• Weekends: No
• Required Travel: No

What you will do:

• The Supervisor, PACC Communications Center oversees daily communication center operations to ensure patient satisfaction and operational effectiveness. They serve as an expert on policies, procedures, and protocols, addressing real-time inquiries and supporting process improvements. They lead and develop their team to maintain a high-quality patient experience, achieve team objectives, and manage human resources issues discreetly and professionally.
• Additionally, the Supervisor collaborates with internal teams to ensure proper staffing and training and manages escalated inquiries.
• Plans work and carry out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision.
• Lead and support a team of agents for peak performance and goal achievement by coaching, guiding, and nurturing team members.
• Develop strategies and provide constructive feedback while ensuring compliance with department policies and procedures.
• Assign work, approve schedule changes, and identify training needs. Interview, hire, orient, train, evaluate, and, when necessary, discipline or discharge personnel.
• Resolve work-related issues and respond to inquiries professionally.
• Conduct regular one-on-one meetings to assess performance, collaborating with HR on performance and disciplinary actions.
• Implement plans to address recurring performance, behavioral, or attendance issues while monitoring time, attendance, and schedule adherence.
• Oversee team huddles, monthly meetings, and performance appraisals, while participating in candidate interviews.
• Ensure customer service goals are met and assist with call queues as needed.
• Maintain daily reports and communicate performance measures to staff. Identify operational issues and suggest improvements, submitting requests for new or revised articles for information management.
• Prepare reports and analyze data to assist with call center goals. Ensure subordinates are current on alarm codes, emergency procedures, and department policies.
• Manage system support requirements, work with vendors on upgrades, and supervise the testing and implementation of system modifications.

What you will need:

• Education: High School Diploma or equivalent required

  Associate's degree or higher in Business or Healthcare related field preferred, or 4 years of related experience in lieu of degree required.

• Certification: N/A
• Experience: 1-2 years' supervisory experience
• 3 years -Communication Center Experience required
• 1 year + - Experience in supervisory or leadership positions within a call center or scheduling department preferred
• Experience in communication center operations
• Exceptional written and verbal communication skills
• A strong understanding of the communication center environment and the role leadership plays in the attraction, retention, and performance of high-quality employee talent
• Strong customer service skills and ability to interact with a diverse population of patients and employees
• Strong organization skills and the ability to multi-task
• The ability to provide coaching, guidance, and constructive feedback
• Strong analytical and problem-solving skills

Benefits (For full time or part time positions):

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities

Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals - Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) - all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.

When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.

Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to "help everyone in our communities be their best".

Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.

Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.