Contact Center Supervisor, Orthopedics - Ambulatory Care Transformation
Mass General Brigham(PHS)

Job Info

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About Us

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

The Vision

The Mass General Brigham system is embarking on an Ambulatory Care Transformation journey. The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization.

The Opportunity

We are seeking a full-time Supervisor to support the Orthopedic Service Line. The Supervisor role is key to Mass General Brigham's effort to improve patient access across ambulatory services and design patient-friendly systems and services. The Contact Center Supervisor provides leadership and support to front-line telephone agents and support staff to ensure that patients' needs are met quickly and efficiently and with a high caliber of service.

Under the general direction of the Contact Center Manager, the incumbent is responsible for the day-to-day operations of a Service Line within the Contact Center. The Supervisor is responsible for ensuring productivity and quality standards are met. The Supervisor is also responsible for building and maintaining relationships with departments across the hospital network to ensure the service line access center is meeting the needs of all stakeholders and customers.

Responsibilities

• Provides leadership and direction and encourages teamwork. Facilitates interactions amongst team members and works to maintain positive morale.
• Responsible for managing service levels for teams under their purview, based on set targets; in collaboration with the Manager, also responsible for problem-solving to improve performance when targets cannot be met.
• Develops and maintains schedules and forecasts workloads and staff requirements. Restructures staffing model to meet any changing needs of the department, including absences, vacation, and training.
• Assists with and responds to escalated customer calls. Investigates and resolves complaints, questions, and concerns.
• Acts as a liaison between Contact Center team members and MGB practice managers and staff to ensure shared responsibilities and handoffs between the Contact Center and hospital departments are working as designed to support department and organizational goals; works with Contact Center Manager to mitigate as needed
• Provides coaching and mentoring to team members to improve operational effectiveness and quality.
• In collaboration with the Training and Quality team, consistently monitors progress and provides feedback on team member performance. Administers corrective action for less than acceptable performance and/or other issues.
• Completes timely performance reviews and ensures annual training is complete.
• Responsible for recruiting and hiring all new team members.
• Identifies system and operational problems through analysis of the current process. Recommends solutions and improvements. Participates in departmentwide improvements, working in collaboration with other members of the department.
• Participates in the development and communication of department policies and procedures
• Prepares and approves weekly payroll for direct reports and may provide coverage for other teams as needed.
• Other related duties as assigned.

Location

Our team is based out of our Mass General Brigham headquarters located in Assembly Row (Somerville, MA). Our 160-person office suite serves as the onboarding/training hub for the Schedulers, Referral Coordinators, Registration Specialists, and Clinical Advice/Triage Nurses that join our team as part of our Ambulatory Care Transformation Initiative. Employees are expected to be onsite for all hours worked during the first 90 days of employment for onboarding/training. There are options for hybrid work after the successful completion of the training program, based on performance.

Qualifications
Qualifications

• Bachelor's degree or equivalent experience required; Master's degree strongly preferred
• 2-4 years contact center experience in a supervisory role required
• 1-2 years prior healthcare experience strongly preferred
• Proficient with Microsoft Office and contact center software

EEO Statement
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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