At PCG, we are driven by a mission to deliver solutions that matter. We partner with healthcare organizations, government agencies, and community-focused institutions to improve service delivery and operational efficiency.

As a trusted partner to Cinq Care, PCG is standing up a new call center operation to support the scheduling and coordination of clinical home visits. This is an exciting opportunity to join a high-impact project where your work directly contributes to improving patient care and operational efficiency.

Role Overview:

PCG is seeking experienced and customer-focused Call Center Supervisor to join our team. The Call Center Supervisor for the Cinq Care Project at PCG will oversee daily operations of the call center, ensuring efficient scheduling and coordination of clinical home visits. This role involves managing a team of call center agents, monitoring performance metrics, and implementing strategies to enhance patient satisfaction and operational efficiency 

 Key Responsibilities:

• Team Leadership: Supervise, mentor, and support a team of call center agents, fostering a collaborative and high-performance environment
• Performance Monitoring: Track and analyze key performance indicators (KPIs) such as call volume, response times, and scheduling accuracy; implement improvement plans as necessary.?
• Training and Development: Conduct regular training sessions to ensure agents are proficient in using scheduling platforms, CRM/EMR systems, and adhere to best practices in patient communication.?
• Quality Assurance: Review call recordings and scheduling activities to maintain high standards of service and compliance with HIPAA and other regulatory requirements.?
• Conflict Resolution: Address escalated patient concerns and scheduling conflicts with a solutions-focused approach, ensuring satisfactory outcomes.?
• Reporting: Prepare and present regular reports on call center performance, highlighting trends, challenges, and recommendations for improvement.?
• Process Optimization: Collaborate with internal teams and Cinq Care stakeholders to streamline scheduling processes and optimize clinician routes

Experience, Skills & Expertise:

• Experience: 
  • 3–5 years of experience in a call center environment, with at least 2 years in a supervisory role, preferably in healthcare or patient coordination.?
  • Proven track record of managing high-volume inbound and outbound call operations.?
• Skills & Expertise: 
  • Strong leadership and team management skills.?
  • Excellent verbal and written communication abilities.?
  • Proficiency in scheduling platforms, CRM/EMR systems, and Microsoft Office Suite.?
  • Exceptional problem-solving and conflict-resolution capabilities.?
  • Ability to multitask, prioritize, and thrive in a fast-paced environment.?
  • High attention to detail and accuracy in data management.?
  • Empathetic and patient-focused approach to customer service.?

Education:

• Bachelor’s degree in healthcare administration, business management, or a related field is preferred.?

Preferred Qualifications:

• Experience with automated dialing systems and outreach campaigns.?
• Familiarity with call center performance metrics and service level agreements (SLAs).?
• Prior experience in a remote or hybrid work environment.?

Work Environment:

• Remote Position: Work from home with the flexibility to support multiple shifts.?
• Schedule: Full-time, with hours based on call volume and operational needs.?
• Incentives: Performance-based incentives may apply for meeting or exceeding KPIs and service targets.?