Pac After Hours Supervisor
Current•Responsible for managing a team of 6-10 AH specialists• Model &coach to the preferred way to handle calls• Monitor &Evaluate associates for Quality Assurance• In conjunction with the Quality team, hold bi-weekly call calibration sessions• Model patient service, supporting staff by listening to front-line team members, providing tips for call improvement• Ensure that team members are updated on all site, practice & physician changes• Track metrics for answering service &its team members• Conduct check-ins with PRN employees to ensure quality &metrics are achieved during their shifts.• Participate in the hiring process, including interviews• Schedule &train new hires • Hold monthly conference calls to provide updates to team members• Work with management to implement new ideas &policies for process improvement• Hold scorecard sessions, reinforcing goals w/employee throughout the month• Deliver Corrective actions, coaching towards improved behavior throughout the month.• Maintain the After Hours schedule & find coverage when needed.• Create the weekly On Call schedule &ensure call changes are communicated in a timely manner.• Maintain and register users in Tiger Connect & ensure physician concerns/issues are addressed.• Ensure Procedures are kept up to date and any changes are communicated with staff• Delegate responsibility of off phone work & expect accountability & regular feedback• Maintain the After Hours Forecast to ensure the service is adequately staffed• Manage team payroll & time off requests• Deliver performance reviews• Provide effective performance feedback through employee recognition, rewards, &disciplinary action• Conduct random test call events into the service to ensure phone lines are working properly &team members are answering calls in a timely manner• Ensure employees are signing into their shifts at the appropriate time• Ability to maintain a flexible schedule that works w/the After Hours management responsibilities
