Non-Clinical Supervisor Remote

Job Description:

The non-clinical Supervisor oversees and coordinates the day-to-day activities of assigned non-clinical team members and their operations in a 24/7 remote engagement center (ECO). This role has accountability for front line team member performance in alignment with ECO strategic goals. Responsible for managing the assigned team to productivity, service, patient safety and quality targets. The non-clinical Supervisor will cultivate and maintain positive and collaborative working relationships with direct reports, peers, leaders, and business partners. This role actively participates in and supports strategic planning, operations improvement activities, change management, project management, operational budget development and implementation of new services and technology.

MAJOR RESPONSIBILITIES:

• Supervises daily activities of unlicensed team members to ensure quality, productivity, service, and patients safety expectations are met. Coordinates resources in real-time as necessary.

• Collaborates with quality and training departments to develop and implement audit criteria, resources, and training necessary to support team member success in delivering high quality service and safe patient care. Provide 1:1 and group coaching as necessary based on individual team member performance and outcome trends.

• Identifies and executes on processes improvements and/or activities necessary for compliance with organizational policies and state/federal regulatory requirements.

• Functions as a liaison with various internal/external business partners to identify opportunities for optimization, service gap closure, increased consumer experience and increased patient safety. Resolves patients, customer, and business partner concerns in collaboration with manager when appropriate.

• Identifies opportunities for operational improvement in alignment with strategic planning and executes on plan deployment to support departmental and organizational goals. Develops and implements change management, communication, and sustainment plans in collaboration with manager.

• Collaborates with team members, leadership, and business partners to continually assess and optimize workflows as well as develop and implement new workflows and/or lines of service.

• Performs human resource responsibilities for team members including coaching, performance reviews, hiring, compensation changes, promotions, career ladder progression, professional development, performance improvement planning and separations. Responsible for team member engagement activities and outcomes. Ensures appropriate staffing requirements are met in collaboration with the workforce team.

• Responsible for understanding and adhering to the organization’s Code of Ethical conduct and for ensuring personal actions and the actions of team members supervised comply with the policies, regulations, and laws applicable to the organization’s business.

EDUCATION & EXPERIENCE REQUIREMENTS:

• Education: Associate's Degree in Business or related field.

• Experience: Typically requires 5 years experience in a contact center, call center or customer service environment.

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent interpersonal, problem-solving, and critical decision-making skills.

• Advanced computer skills to include Microsoft Office Suite and database applications. Functional experience with electronic medical record and telephony systems preferred.

• Demonstrated ability to work with a variety of individuals, skill sets and roles.

• Excellent written and verbal communication skills. Ability to tailor messaging for a variety of audiences.

• Demonstrated ability to prioritize multiple responsibilities and tasks with a high-level of autonomy.

• Experience with project management, sustainment planning, and operational budgeting.

• Results and detail-oriented approach. Strong analytical skills are necessary.