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The PACE (Patient Access Call Center of Excellence) Supervisor is responsible for supervising and mentoring the PACE Patient Access Representative and Team Leads. This position is critical to Lumexa Imaging; the PACE Supervisor ensures the representatives provide efficient, empathetic and excellent service and adhere to defined policies and procedures which impacts customer retention and the profitability of the organization. Measures and provides appropriate performance feedback to assigned representatives and Team Leads.

This is a remote role in Dallas, TX.  Will need to train onsite for the first 2 weeks.

Operations

• Utilizes all policies and processes with 100% compliance
• Provides floor and supervisor queue support
• Accountable for representative’s performance, affecting overall PACE Performance, Department KPIs and organizational objectives
• Oversight of productivity of individual representatives
• Oversight of quality performance of individual representatives in partnership with QA team
• Supervises and coaches’ representatives on Lumexa Imaging processes, guidelines and metrics
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• Responsible for the development of representatives through effective hiring, coaching, mentoring and performance feedback
• Functions as the point of contact to answer questions and provide support to representatives, guides representatives to use available resources
• Makes recommendations for continuous improvement based on proactive and reactive business needs, focusing on improved communication, customer and representative satisfaction
• Monitors the queue and tier escalation process and takes calls as needed to ensure calls get answered in a timely manner
• Handles escalated calls from patients or referring physicians focusing on service recovery and provides adequate coaching to the representatives
• Administers accurate and timely payroll functions
• Responsible for compiling and analyzing pertinent reports and discussion logs in a timely manner
• Manages phone queues and representatives to meet optimal customer experience and KPI measures
• Perform other duties and responsibilities, as assigned.

Service

• Exceeds customer service standards
• Maintains patient confidentiality 100% of the time
• Maintains productivity; ensures minimal downtime

Team Focus

• Ensures adherence to PACE policies and procedures
• Forms strong working relationships within the team and treats each other with respect
• Develops healthy working relationships, forming a partnership with other groups within the PACE or external functional departments
• Interacts with other departments to ensure an efficient and service-oriented operation
• Participates in interviews to select the most qualified candidates for the PACE positions
• Addresses any representative issues, documents, delivers corrective action and monitors behavior
• Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality
• Conducts team meetings with assigned representatives
• Conducts one on one meetings with assigned representatives to review overall performance, documents discussions and actions taken

Minimum Qualifications:

Education/Licensing/Certification: 

• High school diploma or equivalent medical scheduling or customer service experience
• Associate/bachelor’s degree preferred or equivalent combination of experience and education

Experience (years and type):     

• Minimum 3-5 years call center experience preferred
• Minimum 3-5 years of call center supervisor experience preferred
• Bilingual preferred

Knowledge and Skills:  

• Demonstrated organizational skills
• Excellent verbal and telecommunication skills to communicate with patients, referral sources and staff
• Ability to work in fast-paced, high productivity environment
• Ability to document accurately and concisely
• Ability to maintain patient confidentiality
• The ability to interact with staff at all levels in a fast-paced environment, typically under pressure, while remaining flexible yet focused
• The ability to communicate professionally through verbal and written communications to include personal branding
• Demonstrated high level of confidentiality and professionalism
• Demonstrated outstanding service skills with both internal and external customers
• The ability to effectively coach, mentor and motivate representatives
• The ability to operate in an organized manner and demonstrate superior time management
• The ability to manage multiple projects; able to multitask
• Exhibits sound judgment
• Contact center software application knowledge and workforce management preferred