Supervisor - Communication Services/Service Response - Detroit
GENERAL SUMMARY:
Under the direction of the Manager, Communication Services/Service Response Center completes a variety of duties including, but not limited to providing overall supervision of 24/7 in-house Service Response Call Center, Operator Services, and Inter-Department/U.S. Mail Services to ensure effective delivery of communication services to internal and external
customers.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Supervises the activities of department personnel, includes: work scheduling, motivation, coaching, hiring, performance appraisals, disciplinary action, and all other employee related issues
Conduct and develops departmental orientation programs and in-service training to acquaint employees with equipment, policies, procedures, etc.
Develops and analyzes operational statistics for monitoring employee performance
Promote customer service standards to ensure high service levels are achieved
Develop performance and motivational goals to promote positive team work
Provide input for system development and enhancements
Recognize and reward staff for jobs well done
Maintain budget accountability
Maintain internal and external department communications
Provides other related duties as directed.
Running reports for Plant Operations that include critical alarm reports, regulatory reports and follow-up of critical alarms, etc.
Follow-up on customer issues both internal and external.
EDUCATION & EXPERIENCE:
- Associates degree or equivalent experience required. Bachelor's degree or higher, preferred.
- Minimum of 2 years of call center services experience.
- Minimum of 2 years supervising or leading employees in a call center environment.
- Experience in a hospital/healthcare system call center services environment preferred.
- Knowledge of call center telephony and analysis.
- Excellent verbal communication and customer service skills.
- Ability to multi-task in a very fast paced, team-oriented environment.
- Computer skills and experience preferred/Office/Excel/Word.
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers.
Benefits
The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.