Supervisor, Contact Center

About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope's translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution. AccessHope™, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope's specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation's "Best Hospitals" in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California and in Arizona.

City of Hope's commitment to Diversity, Equity and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities. Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds and experiences to our work -- and that our teams align with the people we serve in order to build trust and understanding. We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds and perspectives; this is reflected in our work and represented in our people.

Position Summary

Under the general direction of a Patient Access Manager, the Supervisor, Contact Center will oversee call center representatives, support day-to-day operations and ensure a high level of customer satisfaction. Independently exercises discretionary powers to solve managerial and/or operational problems.

Key Responsibilities include:

Personnel Management

• Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning work, coaching, counseling, and disciplining employees; administering timekeeping system; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Develop a culture of pride and ownership and provide opportunities for learning and growth. Ensures appropriate staffing levels throughout work week, reassess staffing levels to identify and achieves staffing optimization. Monitors and authorizes overtime when necessary. Schedule work assignments to ensure appropriate staffing coverage during regular office when scheduled and unscheduled absences occur. Provides timely decision making and direction to staff to streamline workflow, improve efficiency of operation and eliminate delays; re-assign work as needed.

Quality Assurance

• Monitors staffing productivity and quality by monitoring thresholds and benchmarks. Provides constructive feedback to staff and senior leadership. Responsible for implementing quality control audits to monitor the quality of work and provide retraining as required to maintain performance standards.
• Establish and foster excellent customer service practices supporting the daily needs of patients, caregivers, providers and staff. Oversees effective customer service systems, communication and feedback. Serve as the first line of communication and follow through for COH staff via direct means, telephone, email, and written correspondence. Respond and solve problems, including internal and external complaints.

Change Management

• Handle special projects involve supporting work related to various strategic initiatives such as improving patient access, improving patient satisfaction, and implementing new systems. Manage change to achieve the required strategic planning outcomes.

Resource Management

• Continuously assess and streamline processes, establishes and implements standard work, maintains performance boards, monitors metrics, provides agent performance data and expectations to staff on a continuous basis, coordinates meetings and facilitates workgroups. Maintains equipment by evaluating and installing equipment; develops preventive maintenance programs; calls for repairs; evaluates and implements upgrades. Implements new technology, and acts as a catalyst for change to meet current and future business needs. Provide subject matter and technical expertise in the design and implementation of relevant applications.
• Staffing Coverage/Miscellaneous Duties
• Cover frontline staff and perform miscellaneous duties as needed.

Basic education, experience and skills required for consideration:

• Associates Degree (Experience may substitute for educational requirements)
• 1+ years of healthcare experience as a lead or supervisor
• 3+ years of Call Center and Customer Service experience, preferably in a healthcare setting

Preferred education experience and skills:

• Bachelor's Degree preferred
• Six sigma yellow or green belt

Additional Information:

• As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.

City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.