Customer Information Center Supervisor jobs in Greenville, SC

iTrust Wellness Group has been named the "Best Mental Health Provider" of the Upstate for 2023 thanks to our team’s commitment to our patients!  Come join our team and see why iTrust has also been named one of Greenville Business Magazine’s “Top Workplaces” in South Carolina for 2023.   

iTrust Wellness is looking for a supervisor for our newly rolled out Call Center to work in an outpatient mental health office setting. An ideal candidate has a strong interest in mental health, experience in healthcare leadership, a desire to learn, and a passion for providing excellent patient care in a collaborative, team-focused environment.

The Call Center Supervisor is responsible for overseeing iTrust Wellness’ Outpatient Call Center, located at our West Greenville headquarters. This includes clinical support staff as well as the upcoming integration of members from other departments, including billing and referrals. The Call Center Supervisor ensures that the patient care experience remains excellent by presenting a united front with interdepartmental staff members and by creating and maintaining operational efficiencies within the call center. 

Responsibilities: 

• Sitting with and monitoring the outpatient call center to ensure operational efficiency and be available for questions, coordination, and oversight in real time.
• Completing regular QA measures via call audits, text audits, and email audits.
• Reviewing surveys spaced within TalkDesk (External Communications Platform).
• Ensures patient concerns are resolved within 24 hours by monitoring conversations in TalkDesk, actively supervising the staff, checking tasks in the practice's EMR, etc. 
• Ensuring average call times and handle times are kept up to iTrust Wellness' standards.
• Ensuring call center support staff are communicating and documenting patient interactions thoroughly and efficiently.
• Collaborating with the Outpatient team and other departments as needed to resolve patient questions or concerns.
• Ensuring that billing and referrals can become integrated seamlessly within the call center.
• Working with each department to cross-train in order to effectively lead and direct this merge. 
• Creating and revising documentation and updated processes for call center staff. 
• Regular call center staff touchpoints and group meetings to ensure communication is clear across departments. 

Requirements: 

• High school diploma or equivalent.  
• Relevant experience in operating a call center and/or healthcare leadership.
• Ability to communicate effectively and maintain working relationships with people from diverse backgrounds. 
• Ability to prioritize needs and plan work accordingly. 
• Ability to creatively solve for issues that arise and resolve them, including the incorporation of relevant training and documentation.
• Knowledge of HIPAA.

Preferred Qualifications:  

• Experience with or interest in working with the mental health community  
• Experience with an EMR system 
• Experience with Microsoft products, including Word, Excel, and Teams   
• Prior experience operating within a private practice/outpatient setting 

Some examples of our company benefits include:

• PTO: 2 Weeks
• Paid Holidays: Memorial Day, Independence Day, Labor Day, Thanksgiving, Black Friday
• Paid Holiday Break: December 24th - January 1st
• Company 401(K) Plan: up to 3.5% Company Match   
• Health, Dental, and Vision Insurance: Company Contributed
• Medical FSA: Employee Contributed 
• Dependent Care FSA:  Employee Contributed
• Short-Term Disability: Company Covered
• Long-Term Disability: Company Covered
• Life Insurance Policy: Company Covered

Note: This job description is intended to convey essential duties and responsibilities and is not an exhaustive list of all functions and tasks required. The company reserves the right to modify the duties and responsibilities of the position as necessary. Please submit your resume, to be considered for this position. Current or previous patients of iTrust Wellness Group are ineligible to apply.