Performs complex and varied administrative and clinical assignments. Serves as a personal contact for physicians, staff, and outside departments in order to address problems, issues or concerns that require attention. Assists in management of clinical unit operations. Reports to the Clinic Manager of the Department. This position supervises clinical staff, including Support Coordinators, Medical Assistants, and LVN's.

Performs complex and varied administrative and clinical assignments. The Clinical Contact Center (CCC) Supervisor provides leadership, coaching, development, and support to their CCC team as they field calls from clients/patients. The CCC Supervisor will be responsible for identifying training and performance needs, monitoring phone and work queue performance, developing action plans for improving and sustaining team performance as well as participating in and completing special projects as assigned. They will work closely with clinic partners and serve as an escalation point for providers and clinical staff. They will be responsible for ensuring that Health Center and Contact Center policies are followed as well as helping to identify and execute changes in policy and procedure. The CCC Supervisor is expected to set the example of living the Keck Medicine of USC values. This position will report to the Clinic Manager of the Las Vegas Health Center. This position supervises clinical staff, including Medical Assistants and Non Nursing Care Coordinators and Schedulers. The Clinic Contact Center Supervisor performs complex and varied administrative and clinical assignments. This position supervises clinical staff, including Medical Assistants and Non-Nursing Care Coordinators and Schedulers. Hiring, training, and preparing call center teammates to respond to client/patient questions and complaints and troubleshoot problems with services or products. Ensuring teammates understand and comply with all call center objectives, performance standards, and policies. Answering team member questions regarding best practices or difficult calls. Identifying operational issues and suggesting possible improvements. Monitoring and evaluating team member performance, providing learning or coaching opportunities, and taking corrective action, if necessary. Preparing reports and analyzing data to assist management as they determine call center goals. Proficiency with technology, especially computers, software applications, and phone systems. Exceptional verbal and written communication skills. Strong understanding of company products, policies, and services. Ability to coach, train, and motivate employees and evaluate their performance. Excellent problem solving, leadership, and customer service skills. Analytical, efficient, and thorough. Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours. Working with other supervisors and management team members to support team members and maximize customer satisfaction.

Essential Duties:

• Serves as Clinic Supervisor. Supervises at least two full-time staff or the equivalent, coordinates personnel actions, including, but not limited to performance evaluations, time-off requests, staff disciplinary actions, hiring, and terminating staff.
• Manages and oversees a team of Clinical Contact Center Staff, measures KPIs like inbound calls, call waiting, and call abandonment. Improves quality of results by recommending changes.
• Serves as a personal contact for physicians, staff, and outside departments in order to address problems, issues or concerns that require attention.
• Generates Staff Assignments. Arranges for staff coverage as needed.
• Trains all clinical staff to ensure compliance with Ambulatory policies.
• Oversees Special Programs/Projects for the Department
• Acts as liaison between supervisor and his/her subordinates for communicating information, assignments, priorities and special requests. Monitors status of pending items and follows-up, as needed.
• Promotes security by alerting appropriate personnel for safety, fire and other unsafe situations. Reports any unusual occurrences to supervisor. Responds to emergency situations using standard emergency protocols and procedures.
• Participates in monitoring and evaluating the quality and appropriateness of patient care. Contributes objective data regarding performance of other clinical staff members, as requested.
• Maintains a safe environment in accordance with standards, policies and safety regulations. Ensures compliance with infection control policies.
• Coordinates staffing to ensure breaks and meal periods are covered. Provides coverage as needed.
• Schedules clinic appointments
• Perform other duties as assigned.

Required Qualifications:

• Req High school or equivalent

• Req Lead or Supervisory experience.
• Req Clinical & Office management combined with experience in general administration required

• Req Organization/time management skills.
• Req Demonstrates ability to utilize effective, appropriate and diplomatic oral and written communication skills.
• Req Must be comfortable with computers and medical terminology.
• Req Mush have in depth knowledge of all insurance types, including government health programs.

Preferred Qualifications:

• Pref Specialized/technical training Medical Assistant Diploma /Certificate from an accredited program required
• Pref Call Center and Customer Service Experience

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
• Req Basic Life Support (BLS) Healthcare Provider from American Heart Association

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About University of Southern California (USC)

USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

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