Under the direct supervision of the Call Center Manager, the Call Center Supervisor is responsible for directing, supervising and coordinating the call center staff and activities at PT Solutions designated Practice sites to ensure all appointment calls are handled in a timely courteous manner.

Essential Functions

• Manages daily operations of the call center.
• Exudes positive, helpful attitude to patients, personnel and physicians.
• Administers clinic policies and procedures in a consistent and timely manner and is consistent with PT Solutions mission, vision and values.
• Monitors phone queues through the day to ensure optimal coverage.
• Supervises the Centralized Referral Coordinator Department
• Trains and mentors new employees.
• Responsible for General Call Center staff to include hiring, timecards, reviews and disciplinary actions.
• Assures that appropriate/adequate staff is within the Call Center
• Works with other Practice Sites to share staff for coverage to minimize OT and PRN utilization.
• Coordinates with Human Resources and Call Center Managers for recruiting, hiring, orientating, training, evaluating and disciplining, when necessary, of Call Center
• Enhances employee morale through activities that foster a spirit of engagement, accountability and teamwork within the team that foster a sense of being a part of the PT Solutions team.
• Supports employee development and Practice growth through corporate in-services, appropriate seminars and classes with the approval of the Practice Administrator and or Director of Clinic Operations.
• Attends required meetings and participates in committees as requested.
• Maintains the strictest confidentiality in all aspects of work, including patient and personnel.
• Participates in professional development activities to keep current with health care trends and practices.
• Other duties to assist other employees in the execution of their duties in order to ensure no disruption in service or patient flow.
• Responsible for ensuring the highest level of customer service, cultural development and ensuring the advancement of the centers of excellence.
• Responsible for answering incoming calls from healthcare providers and patients while ensuring a high level of professionalism and phone etiquette.
• Uses appropriate judgment and decision-making in the appointment process.
• Monitors and ensures the average call monitoring score meets or exceeds quality standards. · Responsible for other duties as assigned by the Call Center Manager

Required Skills & Abilities

• 1 year experience in call center/medical setting involved with in -bound calls, scheduling and patient flow.
• Ability to understand and follow verbal and written instructions; read and comprehend written materials.
• Ability to communicate effectively both orally and in writing
• Ability to accept responsibility and use initiative to proceed with necessary tasks without close direct supervision.
• Ability to work independently, prioritize tasks and to work under pressure and deadlines.
• Ability to communicate with patients, medical facilities’ personnel and testing centers’ personnel.
• Ability to be flexible, capable of learning new methods and procedures and willing to help at other satellite offices if needed for staffing.
• Ability to perform basic math calculations.
• Knowledge of medical terminology.
• Skill in telephone procedure.
• Skill in paying attention to detail.
• Skill in establishing and maintaining effective working relationships with staff, patients and public.

Required Credentials

• High school graduate or GED.
• Two years of college preferred.

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Expanding Access to Quality Care

At PT Solutions, we’re more than colleagues; we’re a tight-knit community united in our mission to expand access to quality care. Our commitment to you is evident in our industry-leading professional development opportunities. From ongoing evidence-based clinical education to dedicated mentorship opportunities and an APTA-accredited Orthopaedic Residency Program, we propel our clinicians toward excellence in physical therapy, occupational therapy, speech-language pathology, and athletic training.

As we aim to be the go-to rehabilitation provider, we seek committed professionals eager to join us in that mission. A career with PT Solutions is an opportunity to shape the industry and make a lasting impact. 

Let’s go further together and transform care. Join the #PTSLife today! 

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