One Washington Park, Suite 1303, Newark, New Jersey, US
19732411381 x 3168
19732411381 x 3168
MakroHealth, an ISO 20000, 9001 and 27001 certified company for IT Service Management, Quality & Information Security, is a leading provider of healthcare information technology, health informatics, and healthcare staffing solutions to payer and provider organizations throughout United States since 1996.
MakroHealth works with acute and long-term care hospitals, clinics, health maintenance organizations, preferred provider organizations, and payers in enhancing the quality of care rendered and reducing administrative costs by providing proven solutions, high quality services, and trusted expertise.
The Telecom Call Center Supervisor is responsible for the direct supervision of all daily
Operator Call Center activities inclusive of the monitor of patient and staff safety codes and
procedures. The Supervisor ensures that the highest level of customer service and
communication of patient safety codes are delivered to the user community. The Operator Supervisor is also responsible
for all personnel-related functions, including scheduling, PTO approval, and training. This
position also is responsible for creating a communication channel to key facility stakeholders to
ensure the services being provided by staff meet / surpass the facilities’ expectations.
DUTIES AND RESPONSIBILITIES
1. Management Duties and Responsibilities
1.1. Supervise all daily functions of the Telecom Call Center. Regularly monitor all Telecom Call
Center activities to ensure that all processes and procedures are followed.
1.2. Communicate regularly with management to ensure current and accurate information is
presented to the user community.
1.3. Follow up with users to resolve any outstanding complaints or issues.
1.4. Work with management to plan and oversee ongoing training of the Telecom Call Center
1.5. Advise team members and management of any issues that relate to customer satisfaction
including user feedback, trends, significant problems, or unexpected delays.
1.6. Develop policy and procedures and a training plan for staff
1.7. Reviews, edits and approves API Payroll information for Operator staff
1.8. Develops and implements call center services plans to ensure the services being provided to
Health Quest meet / surpass the expected / identified needs.
1.9. Development of customer service and productivity metrics that will be used to manage the
department’s outcomes and staff.
1.10. Manage the department to the agreed SLA (Service level agreement) on a continuous
basis. Develop operational reports that will be shared with facility leadership on a quarterly
1.11. Responsible for the development and management of call center [program offers to
support the following areas of the Health Quest operations:
HQMP / Heart Center afterhours call service for all retail physicians (Primary care /
Critical Care Call Center – CT surgery, Cardic Cath, Neuro, Etc.
2. Leadership Duties and Responsibilities
2.1. Act as a role model for team; lead by example and encourage Telecom Call Center staff to
provide the highest level of customer service..
2.2. Provide positive feedback and recognition to staff to promote a positive attitude, encourage
teamwork, and maintain a high level of customer service.
2.3. Maintain a calm, professional demeanor at all times. Be available to listen to staff issues and
3. Operator Call Center Specific Duties and Responsibilities
3.1. Maintain an overall understanding of the integrated nature of the HQIT Telecom Call Center
3.2. Perform Telecom Call Center functions as needed to maintain ongoing support.
3.3. Develop, monitor and present productivity metrics and formal Telecom Service Level
Agreements (SLA). Make sure that designated processes are being monitored as required.
3.4. Meet with major constitutes at all facilities to ensure services being provided meet expectations
3.5. Monitor and maintain appropriate response protocols to emergency codes and alarms, based on
policies and procedures
4. Administrative Duties and Responsibilities
4.1. Design reports as needed. Provide weekly reports to management.
4.2. Supervise weekly staff schedule to ensure proper coverage. Coordinate PTO requests.
4.3. Prepare annual employee evaluations and review with staff members.
4.4. Develop and utilize a onboarding education process to ensure staff are prepared to comply with
the organizations and communities expectations.
4.5. Follow company procedures and standards for interviewing/hiring, counseling and disciplining
staff as necessary.
4.6. Monitor staff clock in/ clock out times to ensure accuracy.
5. Other Duties and Responsibilities
5.1. Participate in special projects that need Telecom Call Center knowledge/expertise. Attend and
participate in related meetings.
5.2. Assist with the development of new Telecom Call Center programs
5.3. Respond quickly and appropriately to requests from management.
5.4. Work closely with other teams within IT to resolve issues, exchange information, and develop
relationships which enhance customer service.
Associates Degree or a combination of education and experience (min 5 years) with a
demonstrated competency in related core areas of customer service and supervisory principals.
Possess a high level of customer service skill. At least 1 years’ experience managing a customer
service team; previous help desk experience is highly desirable.
Working knowledge of Telecom Call Center processes and support systems.
Strong leadership and team-building skills. Ability to effectively manage daily team operations.
Excellent interpersonal skills, communication skills, positive attitude, and the ability to mentor
and encourage team members to contribute to the team’s productivity.
Strong organizational skills and the ability to multi-task.
Ability to adjust to constantly changing priorities; be able to multitask and prioritize tasks during
peak periods and remain productive during slow periods; exercise patience and professionalism
during stressful situations.
Ability to work responsibly with or without direct supervision.