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Call Center Supervisor

Company: Crossroads Treatment Centers
Location: Greenville
Posted on: June 12, 2021

Job Description:

Crossroads Treatment Centers was founded on May 5, 2005 to serve a patient population with opioid addiction. Since its founding in 2005, the company has grown rapidly and now includes 80+ treatment centers in 10 states. Each member of the Crossroads team specializes in an area that supports the recovery of over 20,000 patients. Crossroads' clinical staff includes physicians, pharmacists, counselors, nurses, and other service coordinators. Along with medication management, our staff works closely with each patient to create an individualized treatment plan aimed at building recovery and relapse prevention skills.Our services include:Medical assessments of addiction, health status and treatment needsClinical assessments of addiction, history and counseling needsIndividualized treatment planning and individual or group counselingMedical care directed by our on-site physician, including treatment medicationCoordination with local agencies and service professionals to provide resources for other services that may be neededPatient Engagement SupervisorThe Patient Engagement Supervisor will be the first point of contact for most patients seeking to enter treatment to potentially change their life. This role will be a critical piece of the Crossroads team as patient engagement and interaction begins with their first call.Job Duties:Address all escalated calls.Respond quickly to patient needs.Schedule/reschedule patients to the appropriate clinic utilizing various EMR systems.Demonstrating exemplary customer service.Organize and distribute work assignment to agents such: text, calls, email, or other projects.Answer patient questions and provide program specific information as required.Review/Analyze KPI's.Coach Agents.Process formal warnings.Monitor Calls and Agents Statistics.Review productivity metrics to ensure agent adherence.All other duties as directed by Senior Management.Requirements:Ability to execute decisions in the best interest of the patient and business.Previous healthcare/medical back office experience requiredCompassion and desire for helping peopleExcellent Customer Service skills requiredExcellent written and verbal communication skills requiredHigh School Diploma/GEDMinimum 1-year Call Center/Customer Service ExperienceExperience with medical billing or health insurance preferredMust be able to prioritize and multi-taskAble to sit for long periods of timeMicrosoft Office and Outlook knowledgeby Jobble

Keywords: Crossroads Treatment Centers, Greenville , Call Center Supervisor, Other , Greenville, South Carolina

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