Job Description

Call Center Supervisor

At American Vision Partners (AVP), we partner with the most respected ophthalmology practices in the country and integrate best-in-class management systems, operational infrastructure, and advanced technology to provide the highest quality patient care possible. Our practices include Barnet Dulaney Perkins Eye Center, Southwestern Eye Center, Retinal Consultants of Arizona, M&M Eye Institute, Abrams Eye Institute, Southwest Eye Institute, Aiello Eye Institute, Moretsky Cassidy Vision Correction, Wellish Vision Institute, West Texas Eye Associates and Vantage Eye Center. We are focused on building the nation's largest and most comprehensive eye care practices and currently operate more than 100 eye care centers in Arizona, New Mexico, Nevada, California and Texas including 25 ambulatory surgical centers. At AVP we value teamwork, providing exceptional experiences, continuous improvement, financial strength, and hard work. We are committed to providing best-in-class patient care, pioneering research and technology, and most importantly, rewarding and recognizing our employees!

As a Call Center Supervisor, you'll be actively engaged with our Scheduling Specialist for all brands. Helping to assist our Call Center Management team train and coach Scheduling Specialists to hit goals and set expectations. A Call Center Supervisor plays a key role in effectively and compassionately guiding Scheduling Specialists towards assisting patients with scheduling appointments. This role will be key in helping to create memorable experiences for all of our patients, providers, and team members. A "patient first approach" is key to success for this new and exciting role of a Call Center Supervisor.

Responsibilities:

• In a call center environment, display the ability to coach, train and assist all employees and departments within AVP.
• Use professional communication etiquette, while assisting with the daily business needs that will arise on the call center floor.
• Minimum goal achievement based on monthly review of various metrics and expected requirements that will be tied to coaching opportunities (Incentive eligible)
• Works with call center management team to assist with reporting on a timely basis to help support performance goals.
• Focused and open to learning new skills to take on various roles based on business need. Including, but not limited to: Cross train in ALL brands, Outbound campaign, etc.
• Act as a hands-on leader by handling no less than 16 scheduled phone hours per week, with additional phone coverage as business needs require

Qualifications:

• High School diploma or equivalent.
• Past Management or leadership roles a plus. Training and/or teaching experience helpful, but not a requirement.
• Ability to navigate custom computer software and internal systems with high proficiency
• Detail oriented, reliable with the ability to multi-task and be a team player
• Excellent verbal and written communication skills; with the ability to engage and train coworkers with effectiveness.
• Ability to maintain a high level of confidentiality (HIPAA guidelines and regulations) and professionalism.
• Must not be on any active Written or Final Warnings to apply
• Must be Full time and in current role for at least 6 months
• Past Attendance review will be taken into consideration, as this role requires reliability

Benefits & Perks:

Your health, happiness and your future matters! At AVP, we offer everything from medical and dental insurance, significant eye care discounts, child care assistance, pet insurance, continuing education funds, 401(k), paid holidays, PTO, Sick Time, opportunity for growth, and much more!

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