AdvantageCare Physicians (ACPNY)

  • Call Center Supervisor

    Office Name
    Syracuse Call Center
    Full Time
    East Syracuse
    Union / Non-Union
    Primary Location
    US-NY-East Syracuse
    Daily Schedule
    Mon 9am-6pm or 9am-8pm; Tues 9am-6pm; Wed 9am-6pm; Thurs 9am-6pm or 9am-8pm; Fri 8am-5pm; Sat 8am-1pm(Rotating)
    Call Center [71800]
  • Overview

    Having the best Call Center Supervisor at AdvantageCare Physicians enables us to achieve our vision to be the preferred care destination for our patients and the communities we serve. At AdvantageCare Physicians, our mission is to focus care on the needs of our patients and partner with them in the pursuit of better health.


    AdvantageCare Physicians (ACPNY) is one of the largest physician-led multi-specialty practice in the New York metropolitan area, serving half a million patients across Manhattan, Brooklyn, Queens, Staten Island and Long Island. At ACPNY, patients receive individualized coordinated care from a compassionate team focused on helping them live their healthiest lives.


    Our 30+ professionally managed, multi-specialty physician practices are designed to deliver convenient, comprehensive and community-based care. At AdvantageCare Physicians primary and specialty care is coordinated through an integrated network of full-service medical offices, regional specialty referral hubs, urgent care centers and strategic hospital affiliations across Manhattan, Brooklyn, Queens, Staten Island and Long Island.


    The Call Center Supervisor will be responsible for the daily supervision and coordination of the company’s Call Center in Syracuse, NY included but not limited to effectively managing resources, schedules, staff training and development, and report preparation.




    • Supervises and coordinates all processes and activities in the Call Center ensuring all policies and procedures are followed. Responsible for the performance of a team of up to 15 agents to meet/exceed key performance metrics for both quality and production.
    • Call Center Supervisor role exists to support the call center agents both on the floor and through the supervisor escalation process. The supervisor is expected to role model “Patient First” and “ONE ACPNY” behaviors.
    • Call Center Supervisor has a constant visible appearance walking the call center floor assisting and coaching agents to provide timely and accurate service to ACP patients and internal callers.
    • The Call Center Supervisor is measured by the success of their agents, and is responsible for insuring that the work environment is professional and conducive to providing opportunities for growth and development.
    • Provides formal and informal feedback to staff members on a regular basis as a means to hold each member accountable for their work.
    • Call Center Supervisor is ensures appropriate staffing relative to the unit’s volume of work. Position is also responsible for insuring the call center agents are in adherence to their shift schedules.
    • Follows the defined Quality assurance program to insure all agents are scheduled for self-monitoring time offline and subsequent coaching sessions to close identified gaps identified through the monitoring process.
    • Holds regularly scheduled staff meetings to provide a forum for open communication and problem resolution and to ensure that goals are being met and policies and procedures are followed.
    • Participates in medical group training and in-service programs and processes such as interviewing, hiring, and evaluation. Also participates in other various projects as assigned.
    • Investigates and resolves complaints as it relates to the Call Center.
    • Maintains departmental logs as appropriate.
    • Prepares timely and accurate reports as directed.
    • Disseminates and enforces department and group procedures under the direction of the Call Center Manager. Creates a work environment that is positive and enjoyable for the agents.
    • Complies with all local, state, federal and regulatory standards as it applies to this position (e.g. OSHA, HIPAA).
    • Performs other job-related duties as required.




    • 2+ years of previous supervisory experience in a high volume, fast paced, in-bound call center providing customer, member or patient services.
    • Direct supervision of a minimum of ten (10) employees, including hiring decisions, developmental plans and progressive discipline.
    • Work experience leading a diverse workforce.
    • Experience interpreting, communicating and enforcing policies and procedures.
    • Excellent verbal and written skills to clearly and effectively communicate with physicians, patients, staff, consultants and referral agencies.
    • Experience using Word, Excel in a business environment.
    • High School diploma or GED.


    • Experience in Healthcare industry, ideally a medical practice.
    • Proficiency in MS Project and Powerpoint.
    • Experience with Avaya Telephony, EPIC (EMR), Uptivity, Verint 360, ADP Payroll.
    • Associates degree.



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