Contact Center Supervisor

Overview

BayMark Health Services is looking for a full-time Contact Center Supervisor to oversee and lead the Care Advocate team. The ideal candidate will have knowledge of contact center operations, medical terminology, HIPAA regulations, and standard procedures for multi-channel communication including chat, email, and phone calls. Strong leadership abilities and excellent communication skills are essential. The supervisor will provide support, generate reports, address problems and complaints, and monitor team performance.

Key Responsibilities

• Monitor and support Key Performance Indicator (KPI) achievement and assist with call volume management as necessary.
• Supervise daily contact center staff activities.
• Serve as an information resource, respond to inquiries, provide instructions, and follow-up as needed.
• Conduct supervision, coaching, and call monitoring of contact center personnel.
• Address, follow up, and resolve patient complaints.
• Collaborate with the Contact Center Director to optimize staff allocation.
• Support compliance adherence and staff development initiatives.
• Assist with evaluations development and delivery alongside the Contact Center Director.
• Handle escalated calls from patients or providers and work to de-escalate issues to satisfactory resolutions.
• Ensure all staff comply with HIPAA requirements and complete tasks promptly.
• Perform additional related duties to maintain productivity and meet goals.

Qualifications

• Associate degree or equivalent combination of education and experience demonstrating competence in customer service and supervisory principles.
• Minimum of four years managing customer service teams in a contact center setting.
• Experience in hospital or healthcare contact centers is strongly preferred.
• Familiarity with medical terminology, electronic medical records (EMR), and appointment scheduling systems.
• In-depth understanding of contact center processes and support technologies.
• Strong leadership and team-building capabilities.
• Effective daily team management skills.
• Excellent interpersonal and communication skills, with a positive attitude and ability to mentor and inspire team members.
• Strong organizational aptitude with the ability to multitask efficiently.
• Adaptability to changing priorities, capable of managing work during busy and slow periods; maintains professionalism and patience under stress.
• Independence in executing duties with or without supervision.

Benefits

• Competitive salary package.
• Comprehensive benefits including medical, dental, vision coverage, and 401(k) plans.
• Generous paid time off accrual.
• Opportunities for professional growth and development.
• Engaging and meaningful work focused on addressing the opioid crisis.

About BayMark Health Services

BayMark Health Services specializes in medication-assisted treatment for opioid addiction through divisions such as BAART Community HealthCare, Health Care Resource Centers, and MedMark Services, Inc. The organization also offers traditional and integrated primary healthcare services at select locations.

Equal Employment Opportunity

BayMark Health Services is an Equal Employment Opportunity employer committed to following all federal, state, and local laws prohibiting discrimination on the basis of race, color, age, national origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, citizenship, genetic information, disability, veteran status, or any other protected classification.