SUPERVISOR COORDINATION CENTER, FCH – ACCESS SERVICES
Discover. Achieve. Succeed. #BeHere
Location: US:WI:MENOMONEE FALLS at our WOODLAND PRIME 400 facility.
This job is ON – SITE.
Shift: Shift 2
1300-2100 Monday – Friday. Ability to flex into weekend hours to connect with staff. Rotate leadership on-call responsibility on after hours/holidays.
Responsible for the day-to-day management and supervision of operator/answering service and after hours nurse phone triage operations. Monitor workflows to ensure efficient patient care and experience and cost effective operation of the department. Responsibilities include hiring, training, and maintaining accountability of staff to ensure the best patient care experience. The supervisor will set expectations and coach and support staff to success. The individual will also identify and analyze operational issues and work with management to implement solutions and improvements.
Minimum of five years of customer service experience, including telephone interaction is required. Three years experience in a call center setting. Two years experience in a leadership role (e.g. lead or supervisor position) is required. Call Center experience in acute hospital setting is preferred.
Bachelor’s degree is required or actively enrolled in an accredited program to obtain an bachelor’s degree with 2 years of hire
Demonstrates attributes consistent with leadership competencies. Fluent in computer skills and EPIC application is required. Demonstrated leadership skills and interpersonal skills necessary to instruct and maintain effective contacts with a variety of hospital and clinic personnel. Demonstrate ability to represent department to all levels of hospital system personnel and a variety of internal and external customers.
SPECIAL SKILLS DESCRIPTION:
Excellent internal and external customer service skills. Proven management skills are essential. Strong interpersonal, leadership, team building and decision making capabilities to ensure effective and efficient operation of the department. Works effectively with direct leader and other leaders to ensure effective and efficient operation of the department. Analytical skills necessary in order to develop departmental policies and procedures, prepare statistical reports, develop solutions to problems concerning access to F&CH services and assist with the preparation and administration of budgets. Excellent phone skills and demonstrated experience in handling multiple phone tasks.
Leadership certification appropriate for the position is preferred.
Perks & Benefits at Froedtert Health
Froedtert Health Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following:
- Paid time off
- Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities
- Academic Partnership with the Medical College of Wisconsin
- Referral bonuses
- Retirement plan – 403b
- Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
- Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available
The Froedtert & the Medical College of Wisconsin regional health network is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education. Our health network operates eastern Wisconsin’s only academic medical center and adult Level I Trauma center engaged in thousands of clinical trials and studies. The Froedtert & MCW health network, which includes ten hospitals, nearly 2,000 physicians and more than 45 health centers and clinics draw patients from throughout the Midwest and the nation.
We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce. We welcome protected veterans to share their priority consideration status with us at 262-439-1961. We maintain a drug-free workplace and perform pre-employment substance abuse testing. During your application and interview process, if you have a need that requires an accommodation, please contact us at 262-439-1961. We will attempt to fulfill all reasonable accommodation requests.