Supervisor
# Supervisor **NCH Costa Rica** · Santa Ana, Provincia de San José · `On-site` 🕒 **Статус:** *Опубликовано: 3 дня назад* · *Источник: Indeed* --- ### Top Skills & Match 🎯 **Ключевой стек роли:** `[Управление командой]` `[Операционная эффективность]` `[Управление рисками]` `[Управление стейкхолдерами]` --- ### About the Role ABOUT NCH NCH (Naples Comprehensive Health) was founded in 1956 as a single hospital. Today, NCH has grown into a locally governed non-profit and an Advanced Community Health System™ located in Naples, Florida. Our mission is to help everyone live a longer, happier, healthier life. The System is more than just two hospitals (referred to as the NCH Baker Hospital and NCH North Hospital) with a total of 713 beds. NCH is an alliance of more than 1,100 physicians and medical facilities in dozens of locations throughout Southwest Florida that offers nationally recognized, quality health care to our community. NCH was named one of America’s 100 Best Hospitals for 2024 by Healthgrades, the leading resource consumers use to find a hospital or doctor. This achievement puts NCH in the top 2% of hospitals nationwide for overall clinical performance and, along with being named one of America’s Top 50 Hospitals for Surgical Care, reflects our commitment to exceptional patient care. NCH offers a wide range of choices in advanced services, providers, and locations. The NCH Rooney Heart Institute has been a pioneer in the cardiac arena for 25 years and is committed to providing the highest quality of cardiovascular care in Southwest Florida. The cardiology team of accredited physicians and staff is unmatched and responds to cardiac emergencies in record time beyond the national standard. We pride ourselves on our complete care model which cares for a patient’s mind, heart and body and our commitment to the patient’s experience proves that the NCH Rooney Heart Institute is at the heart of what matters most. The NCH Wingard Stroke Institute is a designated Comprehensive Stroke Center (CSC) by the Joint Commission. The Joint Commission is a global driver of quality improvement and patient safety in health care and there are only four designated Comprehensive Stroke Centers in Florida, making NCH Wingard Stroke Center the fifth center through the Joint Commission. This designation also makes NCH the one and only certified Joint Commission Comprehensive Stroke Center in Southwest Florida. HSS at NCH brings high-quality orthopedic care, including best practices, top surgeons and physicians, and imaging services, closer to home for Southwest Florida residents. The pioneering collaboration is part of the transformation of NCH to become an Advanced Community Healthcare System™. The NCH and Nicklaus Children’s Hospital collaboration enhances care to our community’s youngest members and their families by providing inpatient services for NICU and PICU patients as well as Newborn Routine Screenings. NCH also houses the only 24/7 pediatric ER In Collier County. JOB SUMMARY The Access Center Supervisor is responsible for day-to-day operations in the Access Center. This includes mentoring team members, monitoring performance, monitoring capacity, and ensuring excellent customer services. Supports staff by handling requests on high volume days. Anticipates the needs of the customer with continually improved the skillset of the team. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Operational Oversight - Responsible for the overall direction, coordination, and evaluation of the Access Center and Access Center teammates. - Monitor real-time activities and adjust to changes in the queue. - Listen to calls and provide feedback to PSRs. - Manage escalated calls from patients. - Perform random audits to ensure compliance and quality. - Continually monitor metrics to ensure excellent customer service. - Identify process-level opportunities for improvement. 2. People Management - Supervise activities of direct reports, including daily operational guidance, coaching, and disciplinary actions. - Assist with professional growth and development of PSRs. - Coach and develop PSRs. - Train PSRs on new or changed requirements. - Interview candidates for the PSR role. - Track and report employee absences. - Prepare and submit payroll reports accurately and on time. 3. Process & Quality Improvement - Reviews workflows and makes recommendations to improve efficiency. - Evaluate usefulness and usability of standard applications and content. - Recommend and draft standards, guidelines, and procedures for the Access Center. 4. Communication & Liaison - Serve as a liaison between the organization and the Access Center. - Communicate policy changes and new procedures to the team. - Mentor and coach peers and other departments on operational processes and technology. 5. Strategic & Project Support - Develops standardized processes, policies, and procedures for the Access Center. - Develops tactical plans that align with the strategic plan. - Supervises projects relating to the Access Center. 6. Stakeholder Management - Develop and maintain effective relationships with key stakeholders across internal departments to ensure alignment, collaboration, and operational efficiency. - Partner with clinic managers and leadership teams to address operational challenges, optimize workflows, and enhance the patient experience. - Act as a key point of contact between the Access Center and clinic operations, ensuring timely communication and resolution of issues. - Facilitate cross-functional meetings and discussions to identify opportunities, align priorities, and drive organizational objectives. - Build stakeholder engagement by understanding business needs, managing expectations, and fostering a collaborative working environment. - Influence decision-making through data-driven recommendations and operational insights that support departmental and organizational goals. 7. Additional Duties - Perform other related tasks as assigned. EDUCATION, EXPERIENCE, AND QUALIFICATIONS Required Schedule: - Varying shifts starting at 7:00 am through 6:00 pm United States Eastern Time. - Evenings and weekends as needed to support operations. Education Requirements: - Minimum of a high school diploma. - Prefer a bachelor’s degree in business, finance, technology, healthcare, or other related field. Work Experience: - Must have 2 years of experience in contact center operations with a preferred 1 year of supervisory experience. Technical Requirements: - Experience with VoIP phone systems and general contact center software applications required. - Demonstrable customer service skills in high-pressure scenarios. - Demonstrable experience coaching and mentoring junior team members. - Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Knowledge, Skills, and Competencies: - Excellent bilingual (Spanish and English) verbal and written communication skills. - Accurate with good attention to detail. - Strong customer service skills. - Ability to problem solve and troubleshoot complex problems. - Ability to learn quickly and adapt to rapidly changing scenarios. - Ability to work under high levels of pressure. - Excellent communication and interpersonal skills, both verbal and written. - Strong problem-solving abilities and analytical thinking.
Наблюдалась 2026-10-15, впервые 2026-10-12, источник — Indeed.