Overview
Supervises clerical and technical staff within the YM CARE Center, including but not limited to staff performance, attendance, overtime, etc. The Supervisor monitors daily activities to optimize resources, real time call volume to ensure adherence to CARE Center metrics – adjusting assignment and resources as needed, and operating procedures to identify gaps. Works with the Pod Manager, Pod Leads, Quality Assurance Team, and Workforce Analyst Team to ensure continuous improvement. Implements, enhances, and monitors on-going initiatives to improve the patient experience. The Supervisor serves as the primary contact for staff and the escalation point for customer concerns, maintaining high performance standards. This opportunity is currently remote (work from home) within CT. Candidates are encouraged to provide a cover letter.Required Skills and Abilities
- EPIC experience
- Healthcare Practice Operations experience
- Call Center experience
- Demonstrated supervisory skills
- Excellent written and verbal communication skills
Principal Responsibilities
- Supervises the day-to-day activities of support staff
- Assesses and resolves or escalates problems arising within unit
- Assists in the development of policies and procedures in support of unit
- Assists in planning for work unit needs
- Participates in unit budget planning
- Evaluates work requests to determine if they are appropriate to the unit or another area
- Ensures that work flow is organized and staffed for quality efficient completion
- Communicates deadlines and special circumstances to staff
- Maintains equipment and supplies for unit
- Completes evaluations of direct report employees
- Interacts with University personnel to define work assignments and requirements and communicate progress of work
- Interacts with external sources to coordinate work necessary to fulfill projects, keep abreast of new products and technologies, or arrange for subcontractors
- Supervises a staff of exempt and non-exempt employees
- Performs other duties as assigned
Required Education and Experience
Bachelor’s Degree in a related field and three years of experience or an equivalent combination of education and experience.
Salary Range
$61,500.00 - $91,875.00
Work Model
Remote
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit “Learn about background checks” under the Applicant Support Resources section of Careers on the It’s Your Yale website.
Health Requirements
Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.
EEO Statement
The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran. Inquiries concerning Yale’s Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).
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