Call Center Manager

Long Island Select Healthcare Inc.•Hauppauge, NY

About The Position

Under general supervision, the Call Center Manager acts as supervision for all call center employees, and provides customer service for incoming calls from patients to schedule or cancel appointments during high call volume. In addition to performing the functions of a call center representative, they will investigate and resolve escalated or difficult customer service complaints and calls. They will also train new call center representatives, oversee the break/lunch schedule and manage scheduling conflicts.

Requirements

High school diploma, General Education Diploma (GED), or High School Equivalency Diploma (HSE)
2 years of supervision in a Call Center environment required.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.
Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving a few concrete variables in standardized situations.
basic to intermediate knowledge of Microsoft Office software (Outlook, Excel, Word), as well as Practice Management and Electronic Medical Record software.
Strong Communication and People skills both verbal and written
Strong problem solving skills
Experience with clerical procedures
Well organized and able to handle multiple priorities
Understanding and application of telephone etiquette

Nice To Haves

College degree preferred.

Responsibilities

Responsible for the onboarding and training of Call Center representatives.
Management of diffusing situations prior to being escalated to administration
Serve as Lead to the external call center team for any inquiries or questions
Oversight of implemented break/lunch schedules
Responsible for managing scheduling conflicts of internal staff/coverage
Provide flexible coverage of front-desk and/or call center when staffing needs require.
Works cohesively within the Patient Services Department.
Maintains confidentiality of patients, administrative, and financial functions
Provides patient-focused service and presents positive impression of Long Island Select Healthcare to both internal and external customers.
Manage high-volume amount of inbound and outbound calls in a timely manner.
Answers phone promptly; in a polite and professional manner
Documents all incoming & outgoing phone calls within the EMR
Meet or exceed Quality Assurance Requirements and other key performance metrics.
Maintains minimum 80 answered calls and 90% call answer rate daily
Schedules appointments for patients:
Obtains & Enters accurate demographic information into the EMR
Identifies client needs, clarifies information, researches issues and provides solutions.
Identifies appropriate insurance as needed and re-verifies accordingly
Schedules appointments correctly, clearly documenting the reason for the appointment, verifies entered data coincides with appointments
Reviews appointment details with caller prior to hanging up
Updates patient registration/demographic info with new/terminated insurance policies, copay information
Makes reminder phone calls as requested
Reschedules appointments when necessary
Acts as liaison between patient and Health Center Staff
Directs calls to other departments/individuals when needed
Resolves problems and fulfills requests by clarifying desired information; researches and explores alternative solutions; implements solutions; escalates unresolved problems.
Understands when to escalate calls to management
Processes new patient registration forms, HIPAA, privacy notice, and demographic change forms.
Communicates Sliding Scale policy to patients, requests documentation.
Complete side-by-side evaluations with employees to help with training and development
Complete call-monitoring to ensure quality and training throughout the call center regularly
Administer coaching to employees as needed and provide clear communication regarding KPI’s for the department
Enforce policies and procedures within the call center department on behalf of leadership.
All other duties as assigned by the Patient Services Manager.