Company :
Allegheny Health NetworkJob Description :
GENERAL OVERVIEW:
Responsible for organizing and directing the daily activities within the call center operation. Supervise, train and guide call center agents to execute their tasks. Responsible for resolving problems and complaints. Monitor agents and supervise call center performance, as well as analyze reports. Prepare and develop schedules to control adequate staffing levels.
ESSENTIAL RESPONSIBILITIES:
- Supervise the daily activities of call center agents.
- Ensure compliance with organization's policies and procedures.
- Perform call monitoring, coaching, training, disciplining, and reviewing all center agents.
- Addresses, follows up and resolves customer (patients/practices) complaints and questions.
- Ensure that call center agents receive the appropriate support and training to apply the best skills and knowledge on the job.
- Update Call Center databases.
- Prepare Call Center agent's schedules, monitor attendance and schedule breaks and shifts as necessary.
- Communicate solutions, successes and opportunities to the Manager.
QUALIFICATIONS:
Minimum
- Associates Degree
- One year experience in call center supervisory role and/or three years call center service activities
Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
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