Supervisor - UVA Health Contact Center
Job ID: R0039371 | Administrative Support | Full Time | Charlottesville, VA
Provides first-line supervision to Contact Center team members. Coordinates activities for team members engaged in handling inquiries of providers, patients, and internal and external customers. Responsible for team building, call resolutions, quality assurance, training, and ensuring exceptional customer service within and outside of UVA Health and the University of Virginia academic community. This is a designated position as the Contact Center is a 24-hour-a-day, 7-day-a-week operation and a critical resource to the University and Health System.
  • Provides day-to-day supervision to contact center agents to promote an optimal customer service experience for internal and external customers.
  • Provides excellent customer service while resolving escalated complaints or complex issues.
  • Performs technical responsibilities in assigned area and assumes responsibility of professional development of self and staff.
  • Regularly evaluates and mentors team members and counsels as appropriate following all UVA Health and Medical Center policies.
  • Responsible for training and supervising the activities of team members engaged in customer service activities.
  • Investigates, documents, and resolves or refers problems and conflicts using the appropriate help chain.
  • Performs specific Contact Center tasks:
    • Monitors websites for complaints
    • Monitors Medical Center paging website
    • Manages overhead paging and manages ticker (Rave System)
    • Monitors tubing system
    • Utilizes Excel spreadsheet for skin screening scheduling
  • Promotes and maintains a positive and professional work environment conducive to professional development.
  • In addition to the above job responsibilities, other duties may be assigned.

Position Compensation Range: $21.52 - $33.36 Hourly

MINIMUM REQUIREMENTS:
  • Education: High school graduate or equivalent required. Associate's degree preferred.
  • Experience: 3 years of contact or call center experience required in patient care or related setting, such as a clinic, ambulatory or medical call center, or physician office.
  • Skills: Excellent communication and customer service skills. Critical thinking, team-oriented, flexible, and willing to learn. Bilingual skills a plus.

PHYSICAL DEMANDS:
This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings and programs.



COVID Vaccination Requirement and Guidelines

 

Please visit the UVA COVID-19 Job Requirements and Guidelines webpage prior to applying for current information regarding vaccination requirements and guidelines for employment at UVA.

 

 

 


Charlottesville, VA
Charlottesville, VA 22903

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Magnet Recognition

UVA Health System has one of the nation’s most diverse workforces. We are a close-knit, collaborative team that values the expertise, opinions and contributions of our staff. Our proven patient-first focus drives everything we do and fuels our many accomplishments - from Magnet® designation for our nurses to national recognitions as a top hospital and employer (Magnet is a registered trademark of the American Nurses Credentialing Center).

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Charlottesville, Virginia is one of the nation’s most charming and picturesque places to live and work. Our area boasts many excellent restaurants, wineries and craft breweries; historic sites; Shenandoah National Park and Skyline Drive; and a great selection of homes in welcoming neighborhoods, as well as urban and rural locations. Public transportation is excellent, and you’re just a short drive from the beach or Washington, D.C.

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