Communications Center Supervisor - M-F, 8a-5p; (must have availability from 7a-6p)

Job Requisition #: JR69332

End Date: 9/26/2023

Location: Elkton, Maryland

Position Type: Clerical/Administrative/Billing

Shift: Day Shift, No Rotation

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To ensure efficient daily operation of the Access Center, ensuring adequate staffing and to provide supervision of the

Customer Service Specialists and Access Center Scheduling coordinators. To service as the contact center

expert with advanced capability of performance expectations. Demonstrate high performance in all workflow process,

behavioral expectations, and call center expertise. 


  • Responsible for monitoring call center practice queues, including customer and patient satisfaction, personnel management, quality management.
  • Responsible for proactively collaborating with Director and Practice Leadership on an ongoing basis, to ensure each party's needs are met, to troubleshoot issues as needed, and to plan for and address practice changes that impact scheduling processes or call volume.
  • Knowledgeable in core non-clinical business processes and the work performed in various departments
  • Monitors workflow and call queues to ensure metrics are achieved; ability to prioritize and multi-task daily
  • Accountable for the team's performance in both statistical and quality metrics
  • Stays educated on all procedures and changing requirements for Medical Group Practices; keeps team members apprised of policy changes
  • Communicates effectively with other departments and management to resolve problems/expedite work
  • Maintains a high level of confidentiality
  • Quickly identifies performance or attendance issues and creates action plans to address
  • Values all team member contributions; provides encouragement and recognition to ensure a high performing and

engaged team

  • Makes recommendations to management concerning team member career progression, implementation of new ideas or improvement of existing work processes
  • Coordinate staff schedule, tracking staff time and attendance, monitors lunch/breaks informing manager consistently of any barriers to metrics
  • Provide daily supervision to Customer Service Specialists and be available/ visible for staff questions and advice
  • Conduct daily/weekly huddles regarding Customer Service Specialists performance to dashboards and practice SLA's
  • Ensures staff have proper equipment, protocols, guidelines, job aids, and other training materials at workstations and informs Manager of equipment and material needs as necessary
  • Ensure staff is providing immediate service recovery using HEAT/AIDET and intervening as necessary
  • In coordination with the manager reviews the daily/weekly/monthly activities of team members
  • Perform daily/weekly Call Quality Audits in coordination with the Trainer and QA Team
  • Complete monthly coaching sessions in a timely manner
  • Serves as a lead expertise and resource for Customer Service Specialists
  • Participates in the interview process as requested by Director
  • Responds accurately to a high volume of calls demonstrating exceptional customer service skills
  • Receives and responds to all incoming calls, scheduling, registration, phone notes, detailed documentation
  • Demonstrates sound judgement of escalating urgent calls
  • Utilization of computer, software, and telecommunications equipment
  • Interacts with patients, LPNs, nurses, physicians, and practice staff to provide accurate communication
  • Performs assigned work safely, adhering to established departmental safety rules and practices; reports to Director in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients, and visitors.
  • Complies with and enforces all CCHS policies and procedures
  • Comply with all HIPAA and JCAHO regulations.
  • Performs other related duties as required


             High school graduate: Certificate Program or bachelor's degree preferred

             2 years prior call center experience customer service, medical office related, and supervisory skills required.

             Computer and key boarding skill required

Healthcare call center experience preferred.

An equivalent combination of education and experience may be substituted

EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

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Fall in Love with Your New Career

Monday, September 25
9:00 a.m. – 6:00 p.m.

Christiana Hospital – Ammon Center
4755 Ogletown-Stanton Road
Newark, DE 19718

Learn more about opportunities at ChristianaCare at this in-person event.

Register Now
Fall in Love with Your New Career
event preview image

Fall in Love with Your New Career

Monday, September 25
9:00 a.m. – 6:00 p.m.

Christiana Hospital – Ammon Center
4755 Ogletown-Stanton Road
Newark, DE 19718

Learn more about opportunities at ChristianaCare at this in-person event.

Register Now
Fall in Love with Your New Career

Why do WE offer careers full of possibilities?

For the Love of Health.

Inclusion & Diversity

At ChristianaCare, we’re committed to treating everyone with dignity and respect. We believe in a safe, inclusive work environment that fosters collaboration between caregivers from all walks of life. We know that each unique viewpoint is vital in delivering high-quality, safe patient care to everyone who walks through our doors. Our policies, benefits, hiring practices, employee resource groups, and corporate citizenship demonstrate our commitment to inclusion and diversity throughout our system.

Why do we embrace inclusion and diversity? For the Love of Health.

Our Values

We serve together in Love and Excellence. Our unique values, Love and Excellence are bold and powerful, and they are the reason why working for ChristianaCare is special. The behaviors associated with our values guide how caregivers interact with everyone they work with and make for an exceptional work experience. We believe that when you lead with Love, Excellence is inevitable.


ChristianaCare’s comprehensive total rewards package is one of the most competitive in the region. We are proud to offer excellent benefits that reflect the organization’s commitment to being exceptional today and even better tomorrow.

At ChristianaCare, we provide access to high-quality and affordable benefits designed to meet our caregivers where they are. You can tailor your benefits to meet your needs now and adjust them as your priorities change.

Take advantage of ChristianaCare’s wide-ranging benefit offerings from supporting optimal health through medical, prescription, dental and vision coverage to valuable wellness and work/life programs, which include paid parental leave, coverage for infertility and assisted reproductive technologies, an employer-funded short-term disability program, and more.

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A Great Place To Live

Our region offers a diversity of cultures, lifestyles, sports and entertainment events, housing options and educational opportunities. Located between Philadelphia and Washington, D.C., our locations provide easy access to two international airports, employment opportunities in a tri-state area, and proximity to some of the nation's top universities and colleges, as well as beaches in MD, DE and NJ!

Why Delaware? Why Maryland?

We Serve Together

For the Love of Health

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