Jun 11, 2024

Medical Call Center Supervisor

  • Fenway Health
  • Boston, MA, United States

Job Description

Job Type



Under the supervision of the Medical Call Center Manager, the Medical Call Center Supervisor is responsible for supervising personnel, communicating regularly with staff, identifying opportunities to improve the patient experience, ensuring adequate staffing to meet operational needs, providing feedback, carrying out organizational and departmental policies and procedures, and recruiting/retaining/training staff.

The Medical Call Center Supervisor demonstrates and holds the MCC team accountable for excellent customer service in order to create an exceptional first impression of services to the patients, families, and all other parties that interact with the Medical Call Center. The Medical Call Center Supervisor is an active member of the MCC Team and will take calls with the MCC Team when not completing supervisory duties.

Representative Duties

Provide Excellent Customer Service
  • Greet each client in warm, welcoming, and professional manner
  • Log information on calls received, where required to maintain detailed and accurate records
  • Provide clients with correct and accurate information regarding Fenway Health services and providers
  • Refer unusual or difficult situations to MCC Manager
  • Act as a liaison for the patient and health center by troubleshooting patient needs to secure a 1 to 2 call resolution
  • At all times maintain patient confidentiality
  • Establish and maintain effective working relationships with co-workers, supervisors and the general public
  • Schedule appointments according to established procedures
  • Schedule appointments according to patient needs and provider availability
  • Follow established scheduling procedures for booking, cancelling, rescheduling appointments

Document Caller Requests in EMR and Route to Appropriate Team Member
  • Using standardized workflows, document caller needs within EMR based on reason for call
  • Accurately record patient request in EMR document
  • Determine how to best serve caller's request by referencing established work flows (ex: medical advice call flow, prescription request call flow, records request call flow)

Data Analytics: Generate Call Center Performance Reports
  • Run performance reports as directed by the MCC Manager
  • MCC Metrics (call volume, answered, missed, abandoned, etc.)
  • MCC Agent Performance Metrics
  • Under the direction of MCC Manager communicate metrics with MCC Team on a regular basis

Assist MCC Manager with Training, Recruitment and Supervision of MCC Team
  • Assist with onboarding and training new staff
  • Contribute to orientation and training planning and development
  • Promote, facilitate, and provide quality efficiency, one call resolution, and patient satisfaction
  • Assist Call Center staff with escalation calls
  • Assist MCC Manager with investigation and resolution of patient feedback reports and incident reports

Position-Specific Competencies
  • Able to relate appropriately to, communicate effectively with, and develop trusting relationships with leadership and MCC Team
  • Demonstrates flexibility regarding job duties and assignments and be open and willing to engage in change and innovation
  • Ability to travel to various clinics, as required
  • Ability to work well under pressure and multi-task with minimal supervision.
  • Understands the importance of maintaining confidentiality; able to maintain strict confidentiality standards
  • Understanding of medical terminology
  • Demonstrate a high degree of tact and diplomacy

Meet agency participatory expectations
  • Adheres to all agency and departmental policies and procedures
  • Participates in quality assessment and improvement activities as requested
  • Adheres to the highest principles of patient and client confidentiality
  • Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
  • Attends all required meetings, in-services and professional trainings
  • Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
  • Serves on agency committees and in professional organizations when requested

Perform related duties as assigned


  • High school diploma/GED required
  • 2 years of experience working in an inbound call center
  • Previous experience supervising employees, or experience with employee oversight and development including training, assigning and directing work/assignments
  • Strong computer and typing skills
  • Ability to work cooperatively as part of a team
  • Strong customer service and problem-solving skills
  • Familiarity with the LGBTQIA community and people living with HIV/AIDS as well as a commitment to community health
  • Proficiency in written and spoken English
  • Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.
  • Willingness to contribute towards Fenway's efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.

Preferred Qualifications:
  • 2 years of experience in a medical setting
  • Experience with electronic medical records (Epic experience a plus)
  • Bilingual

This position requires the ability to interact positively, constructively and effectively with staff, providers, and other departments

Physical Requirements:
  • Ability to meet the following physical requirements with or without reasonable accommodation:
  • Sit at a computer station for extended periods of time
  • Ability to keyboard for extended periods of time

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more.

LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.

Salary Description