Overview:
Retina Consultants of Texas (RCTX) is seeking a Patient Service Team Supervisor who will be is responsible for managing the daily activities and goals of the Patient Services Team to ensure that we are providing access to world class retina care. This role ensures that company and team goals, best practices, protocols and all policies and procedures are met or exceeded.
Candidate must be able to support the clinic's variable hours (Monday - Friday, 8:00 am to 5:30 pm). There is a possibility that this position will work some Saturdays.
RCTX offers the following competitive benefits for full-time eligible employees after the introductory period:
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Medical Insurance Plans
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Vision Insurance Plan
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Dental Insurance Plan
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401K Contribution
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Life Insurance
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PTO and Holiday Pay
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Rewards and Recognition Program
RCTX is one of the largest and most respected retina-only ophthalmology practices in the United States, dedicated to preserving vision for patients throughout the state. RCTX has three certified research centers and is one of the leading sites for retinal research in the country. All Retina Consultants of Texas physicians are board-certified by the American Board of Ophthalmology and specialize exclusively in diseases and surgery of the retina, vitreous and macula. In addition, RCTX has both uveitis and ocular oncology specialty divisions, which focus on inflammation and cancer treatments of the eye. Our surgeons have studied at some of the most renowned institutions in the nation and all have graduated at the top of their classes.
RCTX follows all CDC and local authority protocols to ensure the safety and well-being of the patients, providers, employees and communities.
RCTX is proud to be an Equal Employment Opportunity and an Affirmative Action Employer. We are committed to creating an inclusive work environment that celebrates diversity.
Responsibilities:
Duties and Responsibilities:
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Manage and direct the daily activities of a medical group call center.
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Create and implement goals, action plans, and incentives to drive desired production results.
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Provides supervision, call monitoring, coaching, training, feedback and disciplining.
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Acts as information source, assigns tasks, follows up and gives instructions to team members.
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Follows up and resolves customer complaints and questions.
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Provides performance measurements, ongoing monitoring, and evaluation of all agents.
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Prepares and directs schedules, monitoring attendance of agents, schedule breaks and shifts as necessary.
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Communicates solutions, successes, and opportunities to department leader.
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Responsible for annual performance evaluations and monthly quality and productivity feedback to team members.
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Monitor all outbound/inbound activities for the team members according to performance standard goals.
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Improves quality results by evaluating processes and recommending changes. Coordinates and enforcing system policies, procedures, and productivity standards.
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Intervenes with assistance on calls requiring assistance from a supervisor.
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Handle escalations on a need be basis.
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Performs routine call quality reviews on recorded or live calls according to PST procedures for his/her team.
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Administers performance management, recognition and disciplinary actions on a timely basis.
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Meets with the team on a monthly basis to review overall performance · Coaches, counsels, and motivates employees as needed.
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Maintains scheduling, timecards, and related reports.
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Performs related job duties as assigned and required. Monitor metrics for department and create corrective processes to meet customer needs.
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Validate that all daily work is completed on time.
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Motivate and mentor team members to maintain a positive and productive work environment.
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Responsible attitude, professional communicator, and demonstrates the ability to make sound decisions.
Qualifications:
Skills:
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Ability to promote Quality performance, growth, and profitability for RCTX
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Develop Good people and interpersonal skills
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Ability to plan well and prioritize work
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Maintain calmness under tight pressure.
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Good decision-making and communication skills.
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Professional phone etiquette and strong customer service skills are a must.
Experience/Abilities:
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2-3 years’ relative experience in a supervisor role with 3+ years of experience in the medical field
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Strong Communication Skills Required (written and verbal)
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Flexible work schedule, may be required to work weekends
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Team player
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Ability to guide and motivate others
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Ability to effectively write and administer monthly and yearly performance reviews
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Multi-tasking capabilities
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Knowledgeable with Word, Excel
Expectations:
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Available and onsite to support business needs from 8 am to 5 pm
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Available before and after hours to support business needs
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Manages timecard approvals
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Manages PTO requests/schedule management
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Provides input on performance reviews/goal is to perform performance reviews independently with feedback from leader
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Meets weekly with leader to provide feedback on team members and business operations
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Assists with disciplinary process with guidance from leader
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Utilizes the EOS structure and ensures it has been implemented throughout the team
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Holds monthly team meetings with goals/agendas
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Has scheduled on-on-ones with team members (weekly/bi-weekly)
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Ensures quarterly training and team members are scheduled and executed
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Monitors and oversees KPI tracking and accountability for team members
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Ensures company initiatives are executed – EOS, Patient Experience, Core Values Nominations, etc.
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Attends company events, meetings, educational opportunities
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Represents RCTX core values of hard work, authentic care and innovation
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Ensures company and team goals are met