Contact Center Scheduling Supervisor leads contact center scheduling function daily activities. Responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Being a Contact Center Scheduling Supervisor coordinates with management to forecast headcount needs and develop staffing plan. Provides recommendations for improving contact center scheduling and operations. Additionally, Contact Center Scheduling Supervisor advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Scheduling Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Scheduling Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
About Us
As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.
We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development and we recognize success at every step.
Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
The Opportunity
Mass General Brigham is seeking full-time Scheduling Specialists to support Neurology, Orthopedics, and Cardiovascular patients and providers. This is an inbound and outbound contact center position where you will be responsible for receiving and making phone calls for the purpose of scheduling or rescheduling specialty appointments for multiple entities; There is no face-to-face interaction with patients or other customers, 90% of your time is spent on the phones. Responsibilities include handling 100-200 phone calls per day, addressing online requests, and completing patient registration to schedule or reschedule appointments. Our goal is to ensure that patients, providers, and other customers receive timely, efficient, and high-quality service. In this role, you get the opportunity to directly impact patient experience and help us drive healthcare forward!
Qualifications
Education and Skills
High School Diploma or equivalent required.
Associates degree preferred.
Tech-savvy and comfortable with high volume workloads.
Organized and detail oriented.
Ability to read and follow standard operating procedures.
Ability to multi-task through various programs (using multiple monitors) and problem-solve.
Candidates must have a strong customer service background.
Strong knowledge of Microsoft products.
Experience
Medical office, health care or other relevant experience required.
Prior customer service work experience, specifically in a contact/call center environment preferred.
Computer skills, including demonstrated ability to effectively use Microsoft Outlook, Excel and general data entry concepts and search functionality required.
Epic or other cloud-based electronic health record (EHR) systems experience desired.
Working Conditions and Required Shifts
Remote Policy