Care Supervisor – DispatchHealth Care Team

About Us

DispatchHealth provides right-sized healthcare through the power of technology, convenience and service. DispatchHealth delivers on-demand healthcare services to a patient’s home, office or location of need. DispatchHealth is redefining healthcare through a unique mobile acute care delivery model that is high-tech and convenient for patients while alleviating the burden on primary care providers, urgent care facilities and emergency rooms.

Our Mission:

• Provide patient-centered care through the power of technology, convenience, and service

Our Vision:

• Create the most advanced and complete-in home care model in the world.

Our Values – the foundation to our culture:

• World-class customer service and quality
• Work hard while having fun
• Drive innovation
• Work collaboratively
• Always do what is right for the patient
• Focus on the continuum
• Give back to the community
• Create a diverse and inclusive work environment

Our Guiding Principles – The DispatchWay:

• Courageous advocates for patients and each other
• Clinical innovation with quality and safety top of mind

Providing exceptional care by meeting people where they are.

Job Summary

DispatchHealth is creating the most advanced and complete in-home care model in the world. As a key contributor toward that goal, the Care Supervisor for DispatchHealth Care Team serves a pivotal role in bringing care to the patient’s home as an alternative to hospitalization. The ideal candidate brings team building orientation, customer service experience, foundational leadership skills to our innovative team. The Care Supervisor for the DispatchHealth Care Team will need to be a driven, willing to learn, highly personable individual with a customer-first mentality as we continue to grow and scale the team. The Care Supervisor for DispatchHealth Care Team provides direct oversight of a caring team of skilled professional’s that strives to increase patient and provider satisfaction The right person for this position will contribute to the creation and refinement of a novel care model while helping reduce readmission rates, decrease ER utilization, and increase the patient and provider experience.
Under minimal supervision, responsible for Supervision of call center performance and direct Supervisory of functions performed by a team Daily and "live" monitoring of a multi discipline call Queue to ensure excellent customer service and quality in service delivery. Performs call center analysis to create staff schedules and makes necessary adjustment in daily work schedules. Maintains, advises and provides interpretation of department policies and procedures and training. Provide leadership support to department by creating and submitting monthly department performance reports consisting of call center performance, scheduling accuracy, and customer service. Provide timely response to completion of staff evaluations and responding to patient and employee concerns.
Job Duties

• Works closely with WFM, Care Managers, Director of Care and Director of Care Support
• Coaches, motivates, and works with managers to build and maintain a culture of exceptional service, teamwork, and high performance
• Ensures Care Team ambassadors are equipped to manage issue escalation, troubleshooting, and are aligned with current company priorities to deliver on the highest level of service for each medium of service: inbound/outbound calls, emails, chats, etc.
• Lead the Care Team – to meet organizational objectives related to customer service, patient assignment, patient satisfaction, clinical support and clinical team support
• In partnership with Care Team managers and ambassadors, sets goals for and monitors daily, weekly and monthly performance in productivity and quality dashboards across all service lines
• Owns communication to department leaders to keep them informed on metric-based productivity and quality performance
• Partners with subject matter experts in departments outside of the Care Team to optimize workflows, troubleshoot performance gaps, and drive shared ownership and accountability for exceptional client experience
• Participation and maintenance of effective quality assurance programs for each service line to foster continuous improvement and drive exceptional service levels
• Identification and reporting of system enhancements to further automate processes to drive efficiencies

What will you do at DispatchHealth?

• Daily monitoring and evaluating ambassador performance, listening to calls, identifying operational issues in ambassador work or call script and suggesting possible improvements (ambassador and scripts both).
• Providing learning or coaching opportunities for call ambassadors and working with Managers to take corrective action.
• Participate in hiring new ambassadors with direction, training, and preparing Care center ambassador for work in our team.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Creatively Problem Solve: this position will support the customer support experience from initial resident outreach, triage and troubleshooting where appropriate, and flagging management when issues need to be escalated.
• Improve the Support Process: As the Supervisor within DispatchHealth’s support and customer experience department, this individual will play a supportive role in projects to help build and improve internal processes to drive toward a world-class customer experience

Job Requirement/Qualifications:

• Generally 2+ years of experience in sales/service operations or call center
• Familiar with call center technology
• Familiar with QA/WFM concepts
• Ability to oversee brick and mortar call centers and remote call centers in multiple locations
• Excellent verbal and written communication skills
• Bachelor’s Degree preferred

Preferred

• Healthcare call center experience
• Sr. level or lead experience preferred
• Led a team of over 10 - 15 agents

Competencies/Qualities

· Strong communication skills: The Supervisor of Care Team - Denver cannot work in a silo – much of his or her effectiveness depends on teamwork with others. Their areas of practice are highly multidisciplinary and require reliable, open, responsive communication in order to meet patient and company needs.

· Cultural openness: The Supervisor of Care Team - Denver will be open to learning from patients, Leaders and other members of the team about values, beliefs, and how they see the world – all which may be very different from the your personal culture and beliefs. The Manger must be willing to listen and be a liaison between the patient, providers and team members in developing a plan that is culturally acceptable.

· Respect for others: this may seem like a given, but the Supervisor of Care Team – Denver' role requires the individual to be especially diligent in this area and to show patience and understanding while setting reasonable boundaries and expectations.

Benefits:

· Career growth and investment

· Be part of something new, exciting and progressive

· Competitive health & wellness benefits

· 401k

Employees are held accountable for all duties of this job; however, this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.