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University of Rochester Access Center Supervisor - 226463 in Rochester, New York

Access Center Supervisor Job ID 226463


Health Sciences

Full/Part Time Full-Time

Favorite Job

Regular/Temporary Regular


Full Time 40 hours Grade 051 UR Med Access Center


8 AM-5 PM


Position Summary:

The Access Center Supervisor serves as the first line supervisor and provides leadership, management and support to the Access Center Team to ensure consistent and quality performance of the Communication Representatives. This role supports multiple service lines and functions with the Access Center. The individual uses excellent customer service problem solving skills and exercises a thorough knowledge of departmental policies and procedures as they relate to Access Center functionality.

Position Goals:

The Supervisor is the coach for a team of URMC Access Center Call Center Representatives. This position performs all day-to-day supervisory and administrative functions under the general direction of the Manager and specifically to a team of Access Center Call Center Representatives and may have specialty functions within this role:

  • Monitoring and coaching staff

  • Standardizing and documenting contact center procedures and policies

  • Supports coordination, management and execution of projects for our multiple service lines including inbound, outbound, email contacts within Marketing, Human Resources, and Access related objectives.

  • Works to professionalize the customer service provided by our Center. Ensures that all callers are treated with respect, courtesy, and dignity and receive the best information and service possible from the Communication Representatives.

  • Guides team toward achievement of Contact Center standards of excellence

  • Adheres to and ensures the execution of Contact Center policies and procedures

  • Executes training programs for Communication Representatives

  • Initiates and implements quality improvement plans focusing on standards and system functionality

  • Collaborates with Access Center management team to ensure Center is adequately meeting needs of internal and external clients.

  • Collaborates with the Access Center management team to evaluate agent productivity and service standards.

  • Takes calls, answers emails as needed and providing a positive example for Communication Representatives, and opportunities to review business rules, protocols, scripting.

Supervision and direction Received:

Receives general direction from the Access Center Manager and/or Director. This position requires limited supervision and provides significant latitude for initiative and judgment.

Supervision and direction exercised:

Coaches, mentors, plans, and directs the day to day work for a team of Contact Center Agents. First-line supervisor for all Contact Center Agents; together with Contact Center Manager and Data Analyst, serves as leadership for Contact Center.

Duties and Responsibilities

Supervision and Coaching (40%)

  • Supervises and provides direction to team of Call Center Representatives and assists in daily operations management to assure smooth contact center operations; provides day-to-day guidance, instruction and assistance to Contact Center team.

  • Effectively uses call-monitoring function to ensure seamless service delivery, capture data for call documentation and identify need for customer recovery interventions.

  • Reviews, approves and coordinates time off requests and evaluates appropriate coverage to meet service level standards.

  • Conducts performance evaluations for Call Center Representatives team. (approx. 15 staff members)

  • Monitors and ensures all Contact Center staff provide the highest accuracy of customer service.

  • Provides and coaches staff to provide the highest level of customer recovery skills. (ICARE values)

  • Facilitates programs and activities for employee recognition, process improvement and morale.

  • Manages changes in staff performance based upon quality monitoring information and coaches team members to resolve operational issues. Stay abreast of all performance issues and document all employee performance conversations and corrective actions in a timely manner. Consults with HR and issues disciplinary action.

  • Foster a work environment that is responsive and sensitive to the needs of a diverse staff and customer base.

  • Ensures staff members are meeting departmental goals and provides feedback to staff and management.

Training and Onboarding (15%)

  • Conducts initial candidate screening and interviews for prospective Call Center Representatives.

  • Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job. Assists with training staff on new programs, scripts and protocols.

  • Participates in the development of and helps to operationalize cross-training programs for Contact Center staff to allow flexibility in performing role and functions of service representatives.

  • Develops and implements application references, instructional materials and any other materials necessary to ensure consistent and excellent information conveyance and service delivery.

Technical/Functional (30%)

  • Maintain expert knowledge of assigned programs, protocols. Promote positive business relationships with staff in functional areas such as clinical program leaders in assignment, HR, IT, etc.

  • Maintain a working knowledge of UR policies and procedures, including state and federal mandates and other employment-related policies such as FMLA and ADA

  • Works closely with external departments to sustain effective contact center performance to meet department business objectives.

  • Applies call center operations and related Workforce management knowledge and skills to effectively lead the team and support department goals

  • Effectively utilizes the Call Center applications and ACD (telecom system) to insure department, team, individual call metrics are understood and can resolve issues that affect staffing

  • Maintain Call Center operations industry knowledge to manage and balance the priorities of the department with team, individual needs across various service lines

  • Maintain general understanding of ACD call routing, voicemail systems to troubleshoot issues in service, lines, positions, etc.

  • Effectively communicates and collaborates with internal and external customers to ensure an integrated approach to service.

  • Utilizes good judgment and professionalism to effectively handle and resolve patient, consumer or physician complaints; determines when situations warrant escalating to Contact Center Manager, Medical Center Administrator-on-call, Security, or other leaders within the health system.

  • Alerts manager to disruptions in automated activities and/or computer systems that impact customer service or department’s operation.

Operations Improvement (15%)

  • Handles high level, escalated patient issues, speaking with administrators, physicians, nurses as needed to insure patient needs are met and within scope of service.

  • Identifies improvement opportunities and makes changes as appropriate to resolve operational issues.

  • Recommend and participate in the development of short- and long-term service improvement strategies.

  • Recommend and implement operational changes or enhancements to improve productivity and efficiency.

  • Works closely with the Contact Center Data Analyst to recognize trends and other recurring improvement opportunities.

  • Regularly solicit staff input and feedback and encourage participation of all staff. Generates customer satisfaction surveys and quality assurance surveys in order to review and rate service provided by the Access Center, including Contact Center agents. Reviews information and makes recommendations for change.

  • May be assigned project management for service line area and or area of expertise including scheduling and forecasting call volumes, data analysis, training program management, telecommunication equipment management, contact management.

  • On occasion, may require 24x7 availability for crisis, emergency situations, special call center projects (Measles issue, public health issues)


Education: Associates degree in Business Management or Health Care Management or equivalent work experience.

Experience: 2-5 years Call Center supervisory role, customer service, and/or healthcare strongly preferred.

Technical: Above average proficiency in Microsoft Office applications (Word, Access and Excel); competent in information technology, telecommunications, and Internet.

Other: Excellent communications skills (verbal and written); excellent customer service, interpersonal and diction skills; in-depth knowledge of clinical practice, procedures, and medical terminology; ability to process a large volume of calls under pressure and manage multiple projects; proven ability to communicate effectively, collaborate and work with all members within a diversified team; management experience in teleservices is preferred; training and documentation experience is preferred. Above average expertise with healthcare appointment schedules, and knowledge of physician template building, and related system capabilities to recommend changes, enhancements to the areas we support. Proficiency in department CRM, dashboards, ACD systems with considerable technical aptitude.

OR a combination of formal training and experience equivalent to the above.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled