Fairview Health Services Supervisor Access Center in St Paul, Minnesota

Overview

This position is responsible for providing employee training, education, daily workflow monitoring, process improvement, and implementation of changes for the Access Services department. The position strives to assure continuous compliance with established competency, accuracy and performance improvement measures.

Responsibilities/Job Description

  • Supervise the Central Scheduling team during their business hours

  • Participate in supervisor rotating weekends and holidays (1 out of 7 approx.) and rotating On Call during non-working hours responsibilities.

  • Manage all scheduling functions, building relationships with clients and prospective clients, providing timely productivity metrics insuring agent performance, supporting department initiatives, and contributing to leadership business discussions.

  • Assist with department effectiveness by filling in for absent employees on any team, shift, or day of week.

  • On call during non-working hours, on a rotation with other supervisors.

Qualifications

Required:

  • 3-5 years working in a busy call center/office environment.

  • Coaching and counseling employees with feedback on performance; ability to provide frequent and annual performance reviews.

  • Proficient in managing call center Skills, Queues, Call Auditing, and scheduling Agent Workforce in accordance to department needs.

  • Ability to manage customer and client relationships, escalations from agents and knowledge of scheduling processes.

  • Proficient in Microsoft Office applications, i.e. Word, Excel, PowerPoint, Visio, OneNote.

Preferred:

  • Bachelors Degree

  • Supervisor experience.

  • EPIC Electronic Medical Record experience

  • Cisco system, CUIC, Calabrio, Cisco Finesse experience

  • Six Sigma Lean methodologies

Additional Requirements:

Strong computer skills with admission and tracking systems; excellent verbal and written communication skills and customer service skills. Strong leadership/supervisory abilities. Ability to work all shifts as necessary

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Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Joined by HealthEast in June 2017, Fairview is one of the most comprehensive and geographically accessible systems in the state, with 12 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area and north-central Minnesota.

Its broad continuum also includes 56 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership with the University of Minnesota, Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.

EEO/AA Employer/Vet/DisabledAll qualified applicants will receive consideration without regard to any lawfully protected status.

Requisition ID 2018-27170

Profession Non-Clinical Support Staff

Speciality Administrative/Clerical/Customer Service

Location Fairview offices at Energy Park

Shift day/evening

Hours per 2 weeks 80

Department Centralized Scheduing