Customer Information Center Supervisor supervises a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Configures the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Supervisor monitors the productivity of customer service representatives. Ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Additionally, Customer Information Center Supervisor reviews call volume reports to coordinate and complete capacity planning within the contact center and identify potential problems. Evaluates historical and recent performance and statistics to identify trends. May act as a resource for more complex questions. Typically requires a bachelor's degree. Typically reports to a manager. The Customer Information Center Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Customer Information Center Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
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The Supervisor, Health Information Operations oversees the daily activities and operations of the Health Information (HI) Analysts for chart processing/ scanning and deficiency tracking/ suspension. Works cooperatively with the Mgr, Deficiency Tracking/Susp and Mgr, Chart Processing/Scanning in the implementation of the network's strategies. Responsible for ensuring compliance with Centers for Medicare & Medicaid Services (CMS), The Joint Commission (TJC), Health Insurance Portability and Accountability Act (HIPAA), New Jersey Department of Health (NJDOH) regulatory requirements and HMH policies and procedures. Serves as a resource for team members and acts as the liaison for any HI vendors.
This is a fulltime, day shift position based out of Hackensack University Medical Center.
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