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Contact Center Scheduling Supervisor - Radiology Support Services

Work Schedule/Days:  Day / Monday - Friday
Employment Type:  Full-Time
Location:  Office Park (1639) 
Requisition #:  34362

 

JOB SUMMARY

To provide shift to shift operational oversight to designated department responsibilities. To provide leadership and service support in the areas of operations for their assigned area(s) and other programs supporting the organization. To provide customer service support and issue resolution in a polite, helpful, and professional manner. To provide second level support to their team. To provide leadership, training, and mentoring to a team of Children’s staff via recognized experience in the operation of in-house programs, departmental equipment, and technologies. To proactively support the efforts that will ensure delivery of safe patient care and services and to promote a safe environment at Children's. To assist manager in the operation of the department in order to ensure delivery of quality services and safe patient care.

EDUCATION
  • One year of vocational school
CERTIFICATION SUMMARY
  • No professional certifications required
EXPERIENCE*
  • Minimum two years related experience
PREFERRED QUALIFICATIONS*
  • College graduate
  • Minimum one year call center experience
  • Experience with process improvement
KNOWLEDGE SKILLS & ABILITIES*
  • Computer knowledge – experience with Windows, Word, Excel
  • Demonstrated departmental, leadership, and personnel management qualities, including staff development, resource utilization (staffing), excellent communication, organization, and interpersonal skills
  • Demonstrated excellent customer service skills
  • Must be able to work in a high volume and stressful environment
  • Demonstrated ability to meet and maintain the quality and productivity standards as set for this position
JOB RESPONSIBILITIES*
  1. Oversees daily operations, ensuring adequate staffing. Takes a lead role in creating and managing department schedules. Provides service support backup for other team members, and covers various shifts when needed.
  2. Is able to assist assigned direct reports in daily operations, maintaining competency in the area of responsibility.
  3. Exhibits superior customer service; maintains a standard of quality and productivity consistent with the goals of the department.
  4. Monitors the quality and productivity of the team using available tools, including, but not limited to, performing live observations, documentation review; taking appropriate action to ensure patient safety and efficient operations.
  5. Facilitates communications and expectations with other departments. Provides resolution to customer complaints and issues by supporting other team members and/or contacting the appropriate staff or department for assistance.
  6. Assists in the development and maintenance of staff orientation manuals, skills checklist, policy and procedures, and guidelines.
  1.  Assists manager by taking actions to ensure development of staff. Ensures each team member is adept at each process within the department and is able to communicate the urgency and importance of quality within the daily job functions.
  2. Assists manager by providing support with hiring, performance appraisals, and disciplinary process for all staff, including feedback concerning areas for development and accomplishments.
  3.  Assists  management with designated special projects.
  4. Manages the day to day operations of the staff, including but not limited to: work assignments, task management, time tracking/management, and on-the-job training.

  5. Takes an active role in coaching and mentoring the team to ensure continued employee growth and success, both on the team and at the broader CHOA organization.

  6. Assists manager with employee performance evaluations and hiring decisions.

SYSTEM RESPONSIBILITIES*

Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.

 

Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.

 

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

PHYSICAL DEMANDS*
Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance
Bending/Stooping - Frequently (activity or condition exists from 1/3 to 2/3 of time)
Climbing - Not Present
Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.
Lifting - Occasionally (activity or condition exists up to 1/3 of time)
Pushing/Pulling - Not Present
Sitting - Constantly (activity or condition exists 2/3 or more of time)
Standing - Frequently (activity or condition exists from 1/3 to 2/3 of time)
Walking - Frequently (activity or condition exists from 1/3 to 2/3 of time)
WORKING CONDITIONS*
Some potential for exposure to blood and body fluids

 

About Us:

Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 27 neighborhood locations and a total of 638 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 70 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been ranked on Fortune magazine’s list of “100 Best Companies to Work For” for fourteen consecutive years and named one of the “100 Best Companies” by Working Mother magazine.  We offer a comprehensive compensation and benefit package that supports our mission, vision and values.  We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country.  Connect to our mission of making kids better today and healthier tomorrow. 

Have questions about the recruitment process?  Check out What to Expect.

Address:  1639 Tullie Circle, Atlanta, GA  30329
Function:  Revenue Cycle - Patient Financial Services


Nearest Major Market: Atlanta

Job Segment: Manager, Radiology, Patient Care, Scheduler, Pediatric, Management, Healthcare, Administrative