The mission of University of Washington Medicine is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals. UW Medicine owns or operates the following: Harborview Medical Center, Valley Medical Center, UW Medical Center – Montlake, UW Medical Center - Northwest, a network of UW Medicine Neighborhood Clinics that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated, or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance. The UW Medicine Contact Center is a fast-paced environment where customer service, patient care, and accuracy are the highest priorities at all times.
The University of Washington is proud to be one of the nation’s premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. This position provides opportunities to work in a fast-paced, challenging, diverse and rewarding environment. As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.
The UW Medicine Contact Center is a fast-paced environment where customer service, patient care, and accuracy are the highest priorities at all times. The UW Medicine Contact Center has an outstanding opportunity for a FULL-TIME CONTACT CENTER SUPERVISOR (Day, Evening, Weekend shifts). The Contact Center Supervisor is responsible for the day-to-day management and performance of a work unit of Contact Center Representatives (CCR) and will collaborate across work units to manage resources and staffing levels to ensure call center operation goals are met. The Contact Center Supervisor will monitor key performance indicator data to ensure CCRs are meeting performance expectations. The Contact Center Supervisor will provide coaching, continuous feedback, and progressive guidance to an assigned work unit and will support the UW Medicine health system through commitment to service and highest quality patient/customer service.
RESPONSIBILITIES: • Responsible for personnel decisions that include hiring, coaching, documenting compliance/non-compliance issues, performance management, and terminating Contact Center Representatives in the Contact Center. • Responsible for creation and oversight of the Coaching and Monitoring program within the Contact Center. • Developing and deploying the coaching package to ge used by all Contact Center Supervisors to maximize the performance of each individual CCR and optimize overall CCR team performance. • Overseeing the effectiveness of the coaching program and making necessary modifications, adjustments to optimize the program’s results. • Develop and deploy Phase I, II, III, IV, and V of CCR performance expectations to be used for coaching and training CCRs at every level of their development. • Develop and deploy the coaching tool for every Contact Center Supervisor to use. This will include oversight of ‘crucial conversations’, supporting conversations, how to be constructive and impactful. • Develop and deploy the call monitoring methodology for remote and side-by-side monthly and quarterly expectation standards. • Manage direct operations for a defined work unit. This includes overseeing the efficiency of operations of this work unit and insuring the accuracy of reports and records for all members of this work unit. • Accountable for service level expectations, quality assurance, and productivity standards for work unit • Incorporate the mission and vision of the UW Medicine Contact Center with the work of their direct reports. • Provide direction and guidance to a CCR work unit on day-to-day procedures and processes for the call center. • Meet or exceed quality and patient satisfaction goals. • Work with the Resource Planning Manager, analyst, to ensure adequate staffing levels to attain optimum service levels • Deliver timely, direct feedback on performance for individual CCR’s using key performance indicators (KPIs) and other agreed upon measures. • Monitor CCR live and recorded calls for quality and accuracy and provide real-time coaching and feedback to continually improve performance • Work with Contact Center Supervisors across work units to manage staffing schedules to ensure operational requirements are met. • Promote process improvement philosophy and encourage CCRs to identify opportunities to increase service delivery levels. • Conduct performance reviews and provide timely feedback on performance against key performance indicators. • Ensure open communication through formal and informal channels including work unit meetings, one-on-ones. • Provide formal and informal recognition to enhance employee morale. • Foster a positive and collaborate work environment. • Engage with call center leadership to ensure issues and concerns of CCR’s are addressed in a consistent and timely manner. • Ensure CCR staff has access tools necessary to meet performance expectations. Report to Contact Center management any deficits and recommendations to fill those gaps • Answer patient calls as directed by management
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.