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Supervisor / Team Lead - Contact Center - F/T

Company: RevereHealth
Location: Provo
Posted on: May 3, 2021

Job Description:

At Revere Health, we value the health of our patients above all else. As the largest independent multi-specialty physician group in Utah, our healthcare system gives patients the best in communication, quality, coordination and innovation. Founded in 1969 in Provo, Utah, Revere Health has grown to include 30 medical specialties in over 100 locations throughout Utah, Arizona and Nevada.

As the first Accountable Care Organization (ACO) accredited by Medicare in Utah, and the only Next Generation ACO in the state, Revere Health offers a unique, patient-oriented approach to healthcare. We strive to keep medical costs at a minimum while providing the utmost in quality healthcare.

Revere Health: Your Health Above All Else.

Status: Full Time

Position: Supervisor / Team Lead

Department: Contact Center

Location: Provo

This is for internal applicants only.


  • High School diploma or equivalent
  • The ideal candidate has worked at Revere Health as a contact center Team Lead in Training
  • Previous supervisory experience preferred
  • Prior healthcare experience preferred
  • Prior contact center experience preferred

Skill Set:

  • Excellent customer service skills.
  • Strong interpersonal, communication and leadership skills.
  • Skills in planning, organizing, and delegating.
  • Skills in problem solving.

Summary: This is for internal applicants only.

  • Responsible for the day-to-day operations of one or more teams in the contact center.
  • Plans, directs, manages and evaluates team performance to ensure callers are receiving a high level of service.
  • Ensures professional and courteous customer support services are delivered.
  • Promotes a productive and positive relationship with callers.
  • Serves as an escalation point for resolving the most difficult caller issues.
  • Coordinates customer service activities with other internal functions.
  • Makes limited decisions regarding personnel actions and activities.
  • Assists department in answering incoming calls in order to help patients, providers, and peers in a personal, efficient, and organized manner.
  • Uses Contact Center standard operating procedures and protocols to register new patients, update patient demographics, and schedule, reschedule, cancel, and verify appointments.
  • Possess good telephone etiquette, grammar and spelling skills.
  • Provides courteous and friendly service to all and contributes to a positive work environment.

Essential Duties and Responsibilities: GENERAL EXPECTATIONS

  • Demonstrates a commitment to quality and high standards of customer service.
  • Manages difficult or emotional patient situations in a professional manner. Responds promptly and courteously to patient's needs. Provides issue resolution whenever possible.
  • Fulfills scheduling manager duties as assigned.
  • Demonstrates accuracy and thoroughness when entering information in computer system.
  • Assists teammates in understanding proper appointment scheduling & patient registration.
  • Documents all communications and decisions with leadership.
  • Effectively works as part of the team to achieve Contact Center and organizational goals in order to provide quality patient service.
  • Checks e-mail & team chats throughout the day, researching situations and responding to communications in a timely manner.
  • Ability to answer calls promptly and courteously, giving accurate and careful answers, transferring calls tactfully and politely & never transfers a call blindly.


  • Assists department trainer in the training of the new employee department orientation process, including:
  • Reviews job candidates and inputs interview notes & other communications into the Taleo system.
  • Reviews job description with new employee and ensures proper and adequate training on job responsibilities and work expectations;
  • Meets frequently with new employee during the three-month orientation/probationary period to assess capabilities and encourage improvement where needed;
  • Completes 90-day evaluation process and sends appropriate paperwork to HR.
  • Acts as the point of contact for team with questions related to policies or procedures; identify solutions to reach successful conclusion.
  • Enforces and communicates clinic policies/Departmental standards such as dress code, time off, punctuality, phone etiquette, accuracy, HIPAA, etc.
  • Respects confidentiality in discussing organizational matters, employees' personal matters, performance problems, etc.
  • Acts as back up during times when other team lead/s may be absent.
  • Delegates duties appropriately to employees within the team, explaining how those duties are to be done. Communicates the importance of the assigned duties; monitor employees' performance.
  • Works with the department manager and other team leads with the critiquing and development of department protocols.
  • Conducts employee feedback through call monitoring and coaching.
  • Monitors call queues and responds appropriately by motivating departmental staff accordingly.
  • Handles calls regularly to demonstrate retained competencies & to set an example of leadership.
  • Administers training programs for new hires and existing staff. Training is an ongoing activity, crucial for new staff as well as for existing staff members who take on new responsibilities; this includes listening to calls, checking appointments for accuracy, monitoring tasks, utilizing checklists. Monitors hours and work performance of subordinate staff to ensure competent and efficient productivity:
  • Oversees work schedules to provide adequate coverage to ensure effective and efficient patient care;
  • Appropriately delegates' duties including scheduling manager duties, as needed.
  • Approves and coordinates time off;
  • Approves overtime appropriately;
  • Responsible for Time Management as it relates to payroll process;
  • Monitors employee's hours to ensure benefit eligibility where applicable.
  • Checks Allscripts & Centricity Business tasks. Conducts constructive and fair performance evaluations:
  • Conducts written 90-day reviews with each representative on the team. Conducts a yearly written evaluation with every employee in a timely manner;
  • Acknowledges good work and provides guidance for performance improvement;
  • With employees input sets measurable goals for coming year;
  • If applicable, set's up future meeting times to ensure improved performance goals are being met.
  • Reports employee performance problems or feedback to department manager.
  • Performs quality assurance call reviews, then scores & coaches the employee accordingly. Resolves Problems:
  • Resolves employee conflicts in a timely manner in order to promote a professional work environment and maintain department morale;
  • Provides solutions to problems;
  • Counsels with employees and administers oral and written warnings when appropriate. Implements disciplinary action process when necessary and develops corrective action plan;
  • Counsels with HR when appropriate;
  • Maintains written documentation of all incidents.
  • Tracks errors received from departments and liaison program.
  • Trouble-shoots front line IT issues before contacting the help desk.
  • Acts as a SME (subject matter expert) when on the call floor to assist all teammates with finding answers to caller's questions.
  • Works as a liaison to assigned departments. Collects insights, makes process improvement suggestions, tracks & reports errors. Partners with the departments to build virtual bridges between the departments by sharing best practices between them.
  • Other duties and special projects as requested or assigned.

Hours: Monday - Friday 8 am-5 pm

This is for internal applicants only.

Keywords: RevereHealth, Provo , Supervisor / Team Lead - Contact Center - F/T, Other , Provo, Utah

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