Call Center Supervisor

Job Details

Description

About Monogram Health

Monogram Health is a next-generation, value-based chronic condition risk provider serving patients living with chronic kidney and end-stage renal disease and their related metabolic disorders. Monogram seeks to fill systemic gaps and transform the way nephrology, primary care and chronic condition treatment are delivered. Monogram’s innovative, in-home approach utilizes a national nephrology practice powered by a suite of technology-enabled clinical services, including case and disease management, utilization management and review, and medication therapy management services that improve health outcomes while lowering medical costs across the healthcare continuum. By focusing on increasing access to evidence-based care pathways and addressing social determinants of health, Monogram has emerged as an industry leader in championing greater health equity and improving health outcomes for individuals with chronic kidney and end-stage renal disease.

Position: Call Center Supervisor

Monogram is looking for an experienced call center supervisor. This position is full-time in office with excellent benefits and room for advancement.

Candidates must:

• Have experience in Salesforce.
• Have experience in scheduling home visits in a healthcare setting
• Have demonstrated an ability to inspire and hold accountable scheduling center employees

Roles and Responsibilities

• Expertise in healthcare enrollment and/or sales preferred; in any event, supervisory experience in a call center or enrollment center required.
• Extensive experience leading a team successfully in cold/warm calls to prospective patients or health program members deeply desired.
• 7+ years previous experience leading a high performing ream. This includes coaching individual performance, interviewing, and hiring. Also managing daily priorities and workloads.
• 5+ years of call center experience in leadership role (Supervisor level or higher)
• Excellent verbal, listening and written communication skills are required.
• Extensive experience creating and managing reporting.
• Technical savvy with advance skills using Microsoft Word, Excel, and Outlook is required. Ideal candidate will have Salesforce Health Cloud experience.
• A well-developed suite of interpersonal skills, with maturity and sensitivity. A stable emotional intelligent leadership style and strong operations expertise
• Ability to pass a background check, drug screening, and OIG exclusion check.

Position Requirements

• Experience in scheduling/staffing in a home healthcare setting is preferred.
• Knowledge of general healthcare staffing requirements required.
• Coordinate and schedule aides and clients that match the care plan.
• Strong communication with office staff and clients
• Troubleshoot and problem solve with aides and clients needs. Making sure to be a matchmaker between aides and clients
• Monitoring and evaluation agent performance, providing learning or coaching opportunities, and taking corrective action if necessary.

Benefits

• Opportunity to work in a dynamic, fast-paced and innovative value-based provider organization that is transforming the delivery of kidney care
• Competitive salary and opportunity to participate in the company’s bonus program
• Comprehensive medical, dental, vision and life insurance
• Flexible paid leave and vacation policy
• 401(k) plan with matching contributions

At Monogram Health we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.

Qualifications

Behaviors

Preferred

Team Player

: Works well as a member of a group

Leader

: Inspires teammates to follow them

Education

Preferred

Bachelors or better.

High School or better.

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