Supervisory Medical Support Assistant (Call Center) job - Department of Veterans Affairs - Augusta, ME

• Providing direct supervision, guidance and leadership to call center agents.


• Ensuring assistance to Veterans providing a smooth process for the management of his/her outpatient appointments and support work in connection with the care and treatment given by performing a variety of support duties that facilitate the work of physicians, physician assistants, nurses, nursing support staff and other members of the medical facility who provide patient care.


• Spending 25-50% of the time covering calls directed at the clinical call center during peak hours and in the event of staff shortages.


• Defining overall objectives, priorities and deadlines assisting with unusual situations that do not have clear precedents, resolving complex problems to ensure patient services are met.


• Mentoring and providing oversight regarding the setting of priorities for the call center staff, management of the call center scheduling.


• Knowledge of computerized data entry and information processing systems ensuring the database integrity by monitoring for accuracy and completeness.


• Extracting and analyzing data in order to provide reports in support of performance measures to senior management, quality assurance.


• Overseeing staff training and orientation.


• Evaluating new products, equipment and systems in order to make recommendations for improved operations.


• Identifying training needs, evaluating performance and taking disciplinary action when necessary.

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WORK SCHEDULE: Â Monday-Friday 7:30am to 4:00pm

FUNCTIONAL STATEMENT TITLE/#: Supervisor, Medical Support Assistant Supervisory Call Center Agent