Now is the time to join PDS Health. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today!

The Supervisor, Contact Center is responsible for overseeing the Contact Center Team. The primary responsibility of all Contact Center employees is to encourage and gain commitment from patients to enter our offices to receive an examination or treatment. As the Supervisor, this will be achieved by supervising, training, coaching, and directing their teams, thus ensuring they have all the tools required in order to perform to the best of their abilities. The Supervisor, Contact Center will have a positive attitude and excellent communication skills, and be committed to achieving predetermined goals while working within the framework of the Contact Center policies.

Responsibilities

• Responsible for the hiring, terminating, coaching, and providing of performance evaluations to Contact Center Representative Team members.
• Oversee scheduling of the departments to ensure proper contact center coverage during hours of dental office operation; modify schedules as needed based on service level demands.
• Facilitate monthly team and individual meetings with direct reports.
• Identify, evaluate, and implement office protocols and procedures to improve efficiency of workflow, create a “team” environment and ensure patient satisfaction.
• Partner with the Contact Center Leadership to set the budget for the department and ensure that department budget goals are being met.
• Effectively implement best operational practices.
• Creating an environment that promotes PDS culture and values daily.
• Keep commitments and keep direct supervisor informed of work progress, timetables, and issues.
• Ensure that representatives are making outbound phone calls to dental office patients which includes:
• Ensure accuracy of the team and that representatives are following the office scheduling format, updating the schedule, and verifying patient insurance coverage.
• Actively participate in the Perfect Patient Experience® by demonstrating a positive attitude and doing everything you can to ensure patients’ needs are met.
• Pass all basic guide tests pertaining to your position within 90 days of accepting this position.
• Lead morning huddles and participate in meetings as required.
• Maintain an appropriate professional appearance and demeanor in accordance with company policies; addresses others professionally and respectfully.
• Ensure Compliance with Company policies, as well as State, Federal and other regulatory bodies.
• Develop, implement, and ensure adherence to departmental values based on the PDS “We Believe” statement in order to ensure that all team members continually focus on the Perfect Patient Experience so that every patient has a positive experience with their dental office.
• Create a team culture that facilitates a Patient For Life (PFL) environment.
• Develop and implement precise, realistic, and measurable departmental goals that are challenging and compatible with Company policy.
• Other duties as assigned by management.

Qualifications

• Bachelor’s Degree in related field, and 3-5 years of experience in a customer service environment. In lieu of degree, 6+ years of experience is required.

Preferred

• Bachelor’s Degree in Business, Human Resources or related field, Human Resources Certificate, and/or equivalent combination of education and experience.
• Experience with HRIS (Human Resources Information System) systems and software; preferably Workday.
• Experience in a multi-regional healthcare, retail, or dental company

Knowledge/Skills/Abilities

• Demonstrated proficiency in interpersonal communication techniques.
• Strong abilities in managing the daily operations of department(s) or work unit while developing short to medium term (1-3 years) goals.
• Fostering employee development by providing a supportive learning environment.
• Highly developed teambuilding, influencing, and collaboration skills.
• Ability to direct the work of others and work as a team leader in attainment of goals.
• Ability to interpret and apply policies and procedures.
• Ability to handle and maintain extreme confidentially with employee records, compensation information, etc.
• Ability to draw valid conclusions; apply sound judgment in making decisions, and make decisions under pressure.

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Tuition Reimbursement
• 401K
• Paid time to volunteer in your local community

Compensation Information

$59,000.00-$75,000.00 / Annually

PDS Health is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.