Supervisor, CSC Dispatch - Onsite

Work Hours: Tuesday to Saturday, 1:00 PM to 9:30 PM

*This position requires full-time onsite work. 

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

·        Immediate eligibility for health and welfare benefits

·        401 (k) savings plan with dollar-for-dollar match up to 5%

·        Tuition Reimbursement

·        PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

Job Summary

The Supv CSC Dispatch oversees daily operations of the customer service center, including hiring and disciplinary actions. Monitors call volumes, productivity, and Quality Reviews. Handles escalated and overflow calls as needed.

Essential Functions of the Role

• Oversees daily department operations, including workload flow, delegating tasks, and managing employee issues. Supervise time and attendance issues.
• Serves as a liaison with other departmental and vendor contacts.
• Partners on employment conclusions, including hiring, firing, and disciplinary actions. Provide input and feedback on performance reviews.
• Monitors dashboards/reports to ensure Specialists are all available/ready.
• Responds timely to all email correspondences from internal and external departments.
• Completes weekly statistical reports and daily collection reports as needed.
• Reviews and monitors Quality Review scores for staff.
• Handles and resolves escalated and overflow calls.
• Ensures internal departmental metrics are met and maintained.

Key Success Factors

• Associate's degree preferred.
• Able to make tactical conclusions about allocating and directing supervised employees' work using established guidelines, policies, and procedures.
• Able to make effective hiring and termination recommendations.
• Able to train, and evaluate performance of supervised staff.
• General computer skills include Microsoft Office, information security, scheduling, payroll systems, electronic medical documentation, and email.
• Ability to multi-task in fast paced environment.
• Telephonic communication skills
• Written and verbal communication skills.
• Basic computer skills (Outlook, Word, Excel).
• Must be able to follow accounts through to completion.
• Conflict resolution skills

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - 2 Years of Experience
• CERTIFICATION/LICENSE/REGISTRATION -

 911 Certification (911CERT): Obtain within 6 months of date of hire.