Under the leadership of the Customer Solutions Center Manager, the Customer Solutions Center Overnight Supervisor (CSC – OS) contributes to the success of Butler Medical Transport through providing supervisory support and monitoring of call center operations and activities to ensure inbound calls are answered promptly and accurately, call center volume is managed appropriately, and requests for transport are dispatched accurately and effectively to ensure customer success. Butler Medical Transport provides emergent and non-emergent Mobility, Basic Life Support (BLS), Advanced Life Support (ALS), and Specialty Care (SCT) ambulance transportation. Butler Medical Transport's call volume consists of an average of 300 inbound phone calls daily and 150 transports per day. The CSC – OS schedule rotation is four on four off shift from 1830-0630.

The CSC – OS is responsible for customer service levels and serves as a liaison between our contracted facilities, customers, and our field operations team, as well as ensuring compliance with all policies, procedures, and efficiencies during the overnight hours. Actions during the overnight hours set up the day shift team for success. They are responsible for ensuring we meet our on-time performance goals and contractual requirements with our customers and facilities. They are further responsible for planning and prioritizing the daily workload, deploying the best resource available while also ensuring the safety of our field crews and maintaining compliance with federal, state, and local regulations. They are responsible for quality assurance and must maintain accuracy standards to ensure not only operations are executed smoothly and efficiently but also the billing process.

The position requires strong leadership, conflict-resolution skills, excellent communications skills, and considerable independent judgment, analysis, and evaluation. Must be capable of making important decisions in critical situations quickly and balance priorities effectively. The CSC – OS is expected to use initiative in coping with unusual situations and circumstances to resolve them.

CSC – OS may be called upon to fill a staff position during their regularly scheduled shift in case of excessive call outs.

Role and Responsibilities

• Proven experience in a customer service process development role ensuring the highest level of customer service is provided (call center or healthcare environment preferred)
• Excellent interpersonal and communication skills
• Experience evaluating processes and mapping solutions to ensure the highest level of customer success.
• Ability to ensure all agents understand and comply with all call center objectives, performance standards, and policies and able to answer agent questions regarding best practices or difficult calls.
• Experience monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Able to prepare reports in Excel and analyze data to assist management as they determine call center goals.
• Experience working with other supervisors and management team members to support agents and maximize customer satisfaction.
• Outstanding organizational and multitasking abilities
• Active listener with excellent communication skills
• Sound judgment and critical thinking
• Other duties as assigned

Qualifications and Education Requirements

• High School Diploma or GED equivalent, associate degree in business administration, statistics, or training and development preferred
• Excellent written and verbal and communication skills
• Must be available for recall in times of crisis or when needed due to staffing issues
• Two years of experience working in a call center
• Previous EMS experience, EMT or higher a requirement
• NREMT or MD EMT Required
• One year of supervisory experience
• Must be available for recall in times of crisis or when needed
• Ability to pass a pre-employment drug test
• Ability to pass a pre-employment background check
• Ability to speak and write English

Preferred Skills

• Knowledge of medical terminology and writing patient care reports
• Problem solving and excellent critical thinking
• Ability to remain calm under pressure

We'd love to have you join the Butler Medical Transport team!

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