Job Summary: The CMT Supervisor will supervise day to day operations of the team ensuring efficient and accurate interpretation of ECG data and delivery of data to Physicians and allied professionals. This role will be responsible for scheduling, training and providing support for the team. In addition, this role will perform duties of a CMT providing ECG interpretation and effectively communicating with customers and patents.
ESSENTIAL DUTIES AND Responsibilities
Will lead a team of employees in achievement of organizational goals. Guide, coach, direct, and develop direct reports
Administrative tasks as assigned including payroll, scheduling and staffing.
Supervise and lead performance management, new hire onboarding, and cross-training.
Handle escalations and find root cause for better resolve
Delegate tasks and re-allocate resources on a consistent basis to deliver on performance initiatives
Analyze and interpret cardiac rhythms with proficiency and evaluate for notification criteria and proper documentation
Receive inbound phone calls from Healthcare professionals or patients and utilize appropriate soft skills to ensure a quality interaction
Will create, review and send Notification Reports, Daily Reports and End of Use Reports as needed
Will work collaboratively with Clinical Customer Support, Clinical Operations, Sales Ops, and other VC departments as needed in a highly professional manner
Follow the chain of command for review of challenging EKG rhythms before notifications or reports are delivered
Meet quality and performance standards
Follow all company and departmental policies and procedures
Perform other duties and responsibilities as assigned
Education and Licenses/Certifications High School Diploma or General Education Development (GED) Required Certified Rhythm Analysis Technician (CRAT) / Certified Cardiographic Technician (CCT) Required Bachelors Degree Preferred
QUALIFICATIONS AND Experience
A minimum of 4 year of related CMT experience
Training program certifying rhythm analysis training
Prior supervisor/people leadership experience a plus
Knowledge and Training
Demonstrate a team centered and patient first initiatives with a positive attitude
Motivate employees, resolve issues, and make difficult decisions
Serve as a conduit of communication between employees and management
Implement established business strategy, assigning roles and tasks to dedicated team members based on strengths and abilities
Meet and exceed organizational goals with optimum use of workforce and resource allocation.
Ensure compliance with state and legal policies and procedures
Knowledge of medical terminology specific to cardiology
Ability to thrive in a fast-paced call center environment
Excellent communication, interpersonal, and leadership skills with the ability to communicate effectively across departments
Detail-oriented, well organized and able to adhere to deadlines
Experience with customer service and conflict resolution
Ability to motivate people on your team and across departments
The ability to read and follow detailed instructions, maintain accurate records, and complete and produce quality reports
The ability to follow procedures and learn support technology
The ability to plan, organize, multi-task and adapt to priority changes
The ability to use standard computers and basic office software
Knowledge and usage of business English, spelling, grammar and punctuation
Be willing to work overtime or extra hours as needed.