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Call Center Supervisor

Company: Dignity Health
Location: Rocklin
Posted on: November 20, 2022

Job Description:

**Call Center Supervisor**

Dignity Health Medical GroupRocklin, California

**Requisition ID** 2022-242313 **Employment Type** Full Time **Department** Radiology **Hours/Pay Period** 80 **Shift** Day **Weekly Schedule** Monday-Friday 8-5 **Remote** No **Category** Radiology


Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.


**Position Summary:**

The Radiology Contact Center Supervisor will assist in gathering and analyzing the call volume of scheduled radiology exams to ensure staffing, workload, and process flows are achieved and balanced within the department. The Supervisor will assist in reporting the call volume performance on a daily/weekly/monthly basis and analyze patterns. Will be responsible for communicating the inbound/outbound call performance to the Executive Director, manager and physician leaders on a regular basis. This will also include auditing tasks completed to ensure timeliness of patient communication, access to care and urgency of radiology service needs. The Supervisor will assist in the day to day operations of the call center in directing workflows and staffing needs. The Supervisor will assist in re-designing workflows to ensure the structure of the department is solid for the expansion of additional medical services. The Supervisor will report directly to the Operations Manager and will have authority to oversee the department in the absence of the Operations Manager.


**Education and Experience:**


+ At least one (1) year experience as a lead or Supervisor/Manager in a Call Center environment within a healthcare setting.

+ Bachelor's Degree - Bachelor's degree in healthcare, business, or related subject preferred; or equivalent work experience.

+ Strong analytical skills required.


+ Previous management experience in a busy imaging center environment; ability to develop efficient processes and to build a strong team core; and demonstrated ability to work with physicians.

+ Knowledge of business and management principles, in organizational development, seamless access for patients; and ability to apply these principles to a centralized patient access department.

+ Knowledge of or ability to learn and develop management reports showing centers performance against established goals and benchmarks.

+ Excellent interpersonal and communication skills. Ability to express ideas assertively, clearly and concisely both orally and in writing.

+ Ability to exercise tact and diplomacy in dealing with others to secure necessary information and cooperation from a variety of people.

+ Knowledge of personal and/or mainframe computers and software tools, including word processing, spreadsheet, data base, clinical information systems, electronic medical records, billing systems, and other application packages.

+ Knowledge of imaging exams, pertinent CPT and ICD-9 codes.

+ Strong leadership and management skills to provide planning, coordination and direction to departmental staff, and to propose innovative solutions to management problems.

+ Ability to exercise authority and direct and motivate others. Planning, problem-solving and critical thinking skills to anticipate, avert, or resolve issues of staffing, scheduling and task allocation.

+ Ability to be flexible to maintain continuity of programs while considering individual staff needs and goals.

+ Ability to work effectively and independently under pressure with a minimum of direction.

+ Ability to understand and implement the requirements of providing patient care within a highly regulated and constantly changing environment.

+ Ability to understand health care issues within a broad perspective, and to apply these issues to the clinical setting.

**Equal Opportunity**

CommonSpirit Health is an Equal Opportunity/Affirmative Action employer committed to
a diverse and inclusive workforce. All qualified applicants will be considered for
employment without regard to race, color, religion, sex, sexual orientation, gender
identity, national origin, age, disability, marital status, parental status,
ancestry, veteran status, genetic information, or any other characteristic protected
by law. For more information about your EEO rights as an applicant,
pleaseclick here. (

CommonSpirit Health will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c).
External hires must pass a post-offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will accommodate the needs of any qualified candidate who requests a reasonable accommodation under the Americans with Disabilities Act (ADA).
CommonSpirit Health participates in E-Verify.

Dignity Health is an Equal Opportunity/ Affirmative Action employer committed to a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, parental status, ancestry, veteran status, genetic information, or any other characteristic protected by law.

Keywords: Dignity Health, Rocklin , Call Center Supervisor, Other , Rocklin, California

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