3-5 years of experience
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Employment Type:
Full time
Job Category:
Health Care & Medicine
Supervisor Call Center
(This job is no longer available)
Children's National Health System | Silver Spring, MD
Grad Date

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Job Description


 Minimum Education
Associate's Degree

Specific Requirements and Preferences
Associate degree or equivalent experience in a related field required. Bachelor’s degree preferred. Bilingual, English/Spanish, highly preferred.

Minimum Work Experience
3 Year(s)

Specific Requirements and Preferences
3 to 5 years of related and progressive experience; health care experienced; minimum 1 year supervisory experience in a customer contact service /Call Center preferred. Bilingual, English/Spanish, highly preferred.

Required Skills/Knowledge
Excellent interpersonal and written communication skills required.. Excellent consumer relations and customer service skills required. Good supervisory skills and ability to delegate and follow through with assignments is essential required. Knowledge of Hospital and/or clinic operations very helpful 

Functional Accountabilities

Manages Call Center performance standards
  1. Participates in the implementation and evaluation of services, programs, and performance standards to achieve departmental goals
  2. Ensures performance meets the level of service requirements set for the call center
  3. Monitors call center statistics to ensure that service level and call response time objectives are met
  4. Identifies/communicates customer satisfaction and complaints and other issues related to the call center to senior manager
  5. Coordinates daily activities of staff with regard to workload requirements and staff level
  6. Monitors the ACD queue performance daily and take appropriate action to ensure the highest customer satisfaction
  7. Acts as the Call Center liaison with designated departments and attends operations meetings as requested
  8. Responds to patient or physician complaint regarding appointment scheduling
Quality Control
  1. Performs quality control of incoming calls; monitors live calls and provide timely feed back
  2. Provides troubleshooting, problem-solving and backlog reduction expertise to staff
  3. Monitors staff performance regularly and provide feed back to staff and take appropriate action as necessary
  4. Monitors appointment and registration quality, reporting problems and recommending solutions to ensure standards are met
  5. Reviews and monitors templates/ schedules to ensure that departmental and individual providers scheduling guidelines are met
  1. Promotes awareness and adherence to organizational, state and federal regulatory standards such as JACHO, HIPAA and CNMC policies and procedures
  2. Participates in the ongoing assessment of Practice Operations and Call Center policies and procedures to establish continued success
Staff Development
  1. Sets clear goals and objective measures for performance
  2. Monitors staff performance and progress and assesses strengths and weaknesses
  3. Determines training needs based on performance measurement
  4. Provides adequate training
  5. Conducts performance evaluations
  6. Provides ongoing coaching
  7. Maintains adequate staffing level and professional environment
Cost Management
  1. Assists Call Center manager in developing appropriate budgets for areas of responsibility
  2. Evaluates and recommends purchase of new equipment needed to improve processes and maximize productivity
  3. Implements actions to facilitate meeting budget requirements and administers programs within budgetary guidelines

About Children's National Health System

Childrens National Medical Center is the only exclusive provider of pediatric care in the metropolitan Washington area and is the only freestanding childrens hospital between Philadelphia, Pittsburgh, Norfolk, and Atlanta. Serving the nations children for more than 130 years, Childrens National is a proven leader in the development and application of innovative new treatments for childhood illness and injury.

Childrens National is proudly ranked consistently among the best pediatric hospitals in America by US News & World Report.

Our Culture

Children's mission is to be preeminent in providing pediatric health care services that enhance the health and well-being of children regionally, nationally and internationally. Through leadership and innovation, Children's creates solutions to pediatric healthcare problems. Children's excels in Care, Advocacy, Research, and Education to meet the unique needs of children, adolescents and their families. Children's leadership realizes that our employees are the heart of our medical center and the soul of our mission. One of our greatest assets is the diversity of our workforce, which adds to the richness of our culture. Teamwork, dedication, and professionalism are essential values and characteristics that make our employees unique.

Childrens internationally recognized team of pediatric healthcare professionals care for more than 360,000 patients each year who come from throughout the region, nation and world. Our employees share a sense of pride and commitment to the patients and families we serve. We aspire to provide patients and their families with the highest quality of care and service in a family-centered environment. In essence, we are a team of "Great People Providing Great Care."

Nursing Students

As a nursing student, you might already be craving hands-on experience at a highly respected hospital. You may be thinking about where or with which population you want to work after graduation.

At Childrens, a world-class teaching hospital and internationally-recognized leader in pediatric health, we invite nursing students at all stages of learning to explore the real world of working in a hospital setting and experience first-hand the challenges and rewards of this career.

Internship Program

The internship program provides the novice nurse with the knowledge base and skill set needed to transition to competence in clinical nursing practice. While providing the needed skills to meet the organization goals and mission, the program provides nurses with the leadership skills to work collaboratively within a multidisciplinary team. The program bridges the gap between undergraduate education and real-life professional nursing practice, delivering state-of-the art pediatric care.

The program is offered to new graduate nurses from an accredited nursing program with a passion for children. All new graduates, with less than one-year acute care experience, are eligible to participate in the program after obtaining licensure.