Call Center Supervisor

Panorama Orthopedics & Spine Center has been a trusted provider of orthopedic care in metro Denver for more than 70 years. Though we have grown in size over time, our values have remained the same. Our independent group of more than 40 orthopedic surgeons is one of the largest orthopedic groups in the United States. Here we are committed to quality, teamwork and accountability.

Panorama provides a competitive total compensation package, including a full benefits package. Beyond compensation, we provide an environment where you will find yourself surrounded by great people dedicated to helping patients and supporting each other. We make a difference in the lives of others by helping them Feel Better and Do More.

As The Supervisor, You Will…

• Ensure proper planning, staffing and direction of the operational functions.

• Manage and supervise teams.

• Appointment Scheduling: Coordinate and manage the scheduling of patient appointments, utilizing our clinic's scheduling software and adhering to clinic protocols and guidelines.

• Ensure proficient training, professional development, and employee engagement to prepare, grow and retain employees.

• Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service.

• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas.

• Develop customized reporting to measure and track operational statistics, data, and results.

• Develop solutions to improve business performance and organizational success.

• Use analytics, investigation, and reasoning to quickly develop solutions for ad hoc issues.

• Motivate teams through relationship building and real-time coaching.

• Develop and deploy incentive programs to motivate employees to achieve desired outcomes.

• Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Teams and/or Workforce Management Team

• Collaborate with other departments within the organization (HR, IT, etc) to resolve issues.

• Bring in-depth operational knowledge and a thoughtful point of view when participating in leadership meetings.

• Respond effectively and promptly to all patient, provider and team member requests.

• Maintain/Update department scheduling tools, including but not limited to preference cards, insurance information and test/procedure workflow charts and Dash Self/Central/Connect systems.

• Scheduling error investigation and review as needed.

Salary information: $53,600 to $67,400/annually, based on experience.

As Supervisor, You Have…

• Completion of post-secondary education (a major in Business or healthcare related) will be considered an asset)

• A minimum of 5 years of experience in the contact center industry with medical office/scheduling experience preferred.

• At least 3 years of experience in an operations leader role overseeing front-line employees.

• Knowledge of EHR and PM systems.

• Experience in stakeholder management and employee development/coaching.

• Experience dealing with escalated issues in a contact center capacity.

• The ability to successfully work across cross-functional teams.

• A positive work ethic and commitment to achieve the best possible outcomes.

• The passion to be a role model that exemplifies our cultural values.

• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner.

• Excellent communication skills; listening, verbal and written.

• Ability to assess the “big picture” and draw connections between inputs and outputs.

• Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations.

• Ability to use spreadsheet applications to maintain and develop operational and financial data reporting.

• Ability to type 50 WPM with accuracy.

• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment.