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Supervisor of Engagement Center is responsible for creating and maintaining a professional, efficient, safe, and positive working environment for team members and other departments within the organization. Leaders will work closely with the Learning and Development team to ensure that the Engagement Center meets key performance and quality metrics, such as Call Metrics, Centers for Medicare, and Medicaid Services (CMS) guidelines, HEDIS benchmarks, and various other health system goals and objectives.
* Serve as a subject matter expert in teams' service area, answer questions, stay up to date with all business changes.
* Assist with implementation and improvements of technology.
* Drive team performance.
* Oversee team members' engagement, behavior, and daily activities.
* Work collaboratively with other leaders within the Engagement Center to be able to provide coverage for and support to other teams when necessary.
* Devise ways to optimize procedures and carry out process improvement projects.
* Proactively work to engage and motivate team members. Strive to build a culture that is consistent with Renown's mission, vision, and values.
* Provide professional development for team members, help them to establish and work toward career goals.
* Complete required one on ones and performance evaluations. Provide continuous feedback to employees on performance, productivity, and behavior.
* Recognize employees using organization recognition platform.
* Facilitate team meetings, training, or engagement opportunities.
* Monitors the work of teams; phone queues, member walk-ins, front desk, email and chat activities, CRM request and daily operations of Engagement Center to ensure a quality customer experience.
* Work with the Learning and Development and forecasting to ensure adequate scheduling of team members to meet dynamic staffing needs as well as quality monitoring goals.
* Review team members work to ensure tasks are being completed in a timely and appropriate fashion. Strive to meet and exceed team specific goals and objectives.
* Deliver crucial conversations, performance coaching and corrective actions, with the assistance of Human Resources when necessary. Prepare and deliver performance improvement plans where appropriate.
* Prepare and present relevant data using reporting tools at appropriate time intervals.
* Complete payroll, manage time-off requests, monitor schedule adherence and work with Workforce Management to ensure team is properly staff for business needs
* Conduct interviews, complete new employee onboarding and work with Learning and Development for successful training plan of employees.
* Must have basic knowledge of applicable programs used in the Engagement Center including Electronic Medical Record system (EMR).
* Engage and act in the best interest of the organization by living Renown Health and Hometown Health mission and values. Ensure adherence to company policies.
* Proactively escalate opportunities for improvement, perform root cause analysis, and implement process changes.
* Provide change management to team to support business advancements.
* Prepare communication, reports, and standard work.
* Proactively identify opportunities for service recovery, carry out appropriate investigation into customer complaints and work to ensure they are addressed and appropriately documented in a timely manner.
* Facilitate and report during huddles, meetings, and presentations with stakeholders and other departments.
* Demonstrate daily leadership skills to promote individual and team excellence
* Work to cultivate strong emotional intelligence and self-awareness to manage successfully through difficult employee relations issues.
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