Job Information

Providence Supervisor IS Customer Support in Renton, Washington


The Supervisor is responsible for administering the daily operations of the IS Support Specialist and for ensuring goals and objectives are achieved and maintained, including a high-level of personalized customer service. The Supervisor is directly responsible for motivating and developing IS Support Specialist agents, and cultivating a positive culture and team environment while building and maintaining a high level of operational performance.

  • Supervises daily operations of IS Support Specialist team, to ensure goals and objectives are achieved and maintained.

  • Develops and assists the Manager with weekly and monthly dashboards and reporting related, and coordinates communication of key performance indicators to the IS Support Specialist team; assists manager with operationalizing action plans for team performance and improvement.

  • Coordinates allocation of resources and maintains adequate levels of staffing while adjusting schedules equitably and efficiently to ensure appropriate coverage.

  • Conducts monthly quality reviews, coaching, and frequent rounding of staff.

  • Cultivates a strong, positive culture for the IS Support Specialists (Digital Access Center) team; oversees and fosters positive daily interactions among staff and continually motivates and develops individuals.

  • Assists the Manager with presentations and analyses for use in planning, communication, and management activities

  • Develops strong relationships and collaborates with the Manager and other partners across Providence and partners to operationalize new service offerings and scope in line with the changing system strategy.

  • Supervisor may be required to take inbound calls from acute service lines during staffing shortages or when experiencing higher than normal call volumes to help Digital Access Center team meet optimum service levels.

Required qualifications:

  • Bachelor's Degree in Business, Marketing, Web Design, Computer Science, or related field or equivalent education/experience

  • 5 years Progressively more responsible work experience within a healthcare environment.

  • 3 years Leading teams to provide extraordinary customer experience and performance excellence.

Preferred qualifications:

  • 4 years Experience with Microsoft Visual Studio, Microsoft Office, SharePoint, CRM and Call Center Telephony

  • Scheduling call centers and workforce management.

  • Technical support in a call center environment

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

About Providence

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

About the Team

Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment.

We are committed to cultural diversity and equal employment for all individuals. It is our policy to recruit, hire, promote, compensate, transfer, train, retain, terminate, and make all other employment-related decisions without regard to race, color, religious creed (including religious dress and grooming practices), national origin (including certain language use restrictions), ancestry, disability (mental and physical including HIV and AIDS), medical condition (including cancer and genetic characteristics), genetic information, marital status, age, sex (which includes pregnancy, childbirth, breastfeeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, genetic information, and military and veteran status or any other applicable legally protected status. We will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified caregiver or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.

We are a community where all people, regardless of differences, are welcome, secure, and valued. We value respect, appreciation, collaboration, diversity, and a shared commitment to serving our communities. We expect that all workforce members in our community will act in ways which reflect a commitment to and accountability for, racial and social justice and equality in the workplace. As such, we will maintain a workplace free of discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment.

Requsition ID: 126574
Company: Providence Jobs
Job Category: Customer Service
Job Function: Administration
Job Schedule: Full time
Job Shift: Day
Career Track: Leadership
Department: 4007 SS TELE PROG ADM 2
Address: WA Renton 2001 Lind Ave SW

Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.