Job Description
We are a proud work-from-office company. If you're ready to work on-site in a dynamic, global company, we'd love to hear from you.
About Us
Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. As a "One Employer Solution” headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting www.vensure.com .
Position Summary
The Clinical Call Center Site Supervisor is responsible for ensuring the efficient and effective operation of the call center team. This role involves managing daily activities, monitoring performance, and coordinating with multiple locations to maintain high standards of patient experience and team productivity.
Essential Duties and Responsibilities
Daily Operations Management:
Ensure team members are logged into the correct queues each day.
Monitor "not available” time usage throughout the day.
Coordinate breaks and lunches, considering both local and remote locations (e.g., Cbus and future sites).
Team Performance and Productivity:
Ensure team members check daily game plans and make progress through their assignments.
Ensure team members read and acknowledge their training channel daily.
Monitor and ensure team members meet productivity targets, including hourly activity tracking and time management.
Provide fast and full correction of any technical challenges, focusing on root cause correction.
Ensure team members work efficiently and effectively, using tools like Balto, following steps, and avoiding excessively long call times.
Monitor and minimize caller wait times.
Feedback and Improvement:
Provide feedback to leadership on any challenges or opportunities for tool improvement.
Train new team members and ensure they are fully integrated into the team.
End-of-Day Responsibilities:
Ensure all necessary tasks are completed before staff leave for the day, including:
PT VM, paused cases, hanging cases, inpatient cases, discharge or clinical cases, cases with nurses' initials, urgent cases, and cases marked with "!” or labeled as Clark or Arizona.
Ensure the following tasks are done before nurses leave, unless in extreme circumstances:
Relay PT information, PT steerage, notify A&D, notify LOC, certification and notification, second set of eyes, and paper review for the current date.
Administrative Responsibilities:
Data Cleanup & Maintenance
Generating & Distributing Reports
Systems Setup, Maintenance, Cleanup
Liaison with external partners
Collaboration with Broker Relations, Clinical team, Leadership
Work Environment: This role may require coordination across multiple locations and time zones. Flexibility , adaptability, strong communication and collaboration skills are key to managing the diverse needs of the team and ensuring seamless operations.
Knowledge, Skills, and Abilities
Strong organizational and multitasking skills.
Excellent communication and interpersonal abilities.
Proficiency with phone system and computer tools and software
Ability to work collaboratively with remote teams.
Education & Experience
Proven experience in a call center leadership role.
Nursing, healthcare, medical terminology experience a plus (though not required)