Call Center Rep Lead

The University of Kansas Health System • Kansas City, KS

5d

About The Position

Ensures that Call Center Representatives are responding appropriately and in a timely manner to all communication methods including faxed referrals, group voice mail messages, individual voice mail, individual and group e-mail, Internet request for callbacks, and returned mail; ensures all of these transactions are documented in Call Center software; ensures that Call Center Representatives complete their assigned daily tasks. Serve as additional back-up to perform all daily tasks of Call Center Reps.

Requirements

• High School Graduate or GED.
• 4 or more years of experience as a Call Center or Customer Service Representative in a fast-paced environment with leadership abilities.
• Exceptional verbal and written communication skills.
• Exceptional computer software skills.
• Ability to work with a wide variety of software needs.
• Ability to interact and communicate with a diverse population using sensitivity, tact and discretion.
• Ability to coordinate activities or tasks for diverse teams.
• Ability to foster a positive and productive work environment, with ability to lead, build teams and motivate staff.
• Ability to handle multiple projects and prioritize requests.
• Ability to plan and make a decision by using logic to identify key facts, explore alternatives and propose quality solutions.

Nice To Haves

• Associates Degree in communications, business or health care administration.

Responsibilities

• Ensures that Call Center Representatives are responding appropriately and in a timely manner to all communication methods including faxed referrals, group voice mail messages, individual voice mail, individual and group e-mail, Internet request for callbacks, and returned mail.
• Ensures all of these transactions are documented in Call Center software
• Ensures that Call Center Representatives complete their assigned daily tasks.
• Serve as additional back-up to perform all daily tasks of Call Center Reps.
• Ensures that Call Center Representatives performed outbound class reminder calls unless calls are being made by Voice Blast reminder system
• Assist Supervisor in ensuring that Call Center Representatives follow the hospital policies and procedures as well as department policies, procedures and protocols.
• Serve as a resource person for the call center representatives in the absence of the Supervisor.
• Serve as a contact person for the Clinic Managers, Clinic Schedulers and Jayhawk Clinics in the absence of the Supervisor.
• Adjust Call Center Representatives duties (if needed) in the absence of the Supervisor.
• Ensures that there is adequate phone coverage during the day and maintaining great customer service in the absence of the Supervisor
• Assists with irate callers in the absence of the Supervisor
• Assists Supervisor with daily functions of the Call Center
• Assists with distributing database work and other projects assigned to the Call Center
• Serves as a liaison between the general calling public and all University of Kansas Hospital clinical professionals and staff.
• Participates in the training and monitoring of progress of new call center representatives.
• Assist with keeping Call Center Representatives informed of physician changes, scheduling number changes, new How Heard and Transfer codes, etc.
• Administer Weekly and Monthly Call Center Incentive program/contest.
• Work with Supervisor and Manager on planning and development of weekly/monthly contest and criteria on which to focus
• Assists Supervisors and Manager with panning, development and implementation of events in Call Center such as National Customer Service Week
• Maintain/up-date scheduling contact spreadsheet/guide for fax referral processing
• Maintain/update on call system department schedules as needed.
• Maintain/up-date medical records contact spreadsheet/guide for fax referral processing
• Check and document low patient satisfaction surveys in patient satisfaction survey log
• Assist Supervisor on follow-up on fax referral update requests from referring physician inquiries
• Provides administrative assistance in the maintenance of the call center’s software and hardware.
• Assures that medical records and insurance referrals are e-mailed to the appropriate clinic contacts in a timely manner
• Assists with gathering and maintaining information for all databases
• Polls Reps on topics needing to be addressed and bring list of topics to Supervisor prior to weekly/monthly meetings.
• Assist with preparation and distribution of daily, weekly, monthly and quarterly reports regarding call volumes, referrals and other statistics
• Assists with maintaining and updating all departmental databases, including provider, caller, and insurance databases.
• Assists with the preparation and distribution of daily, weekly, monthly, quarterly, annual and ad hoc reports regarding call center volume, patient referrals, appointments, physician usage and other statistics.
• Assists with checking/verifying with weekly referral reports for accuracy and time guidelines for processing fax referrals
• Assist with logging fax referrals and working purple folders as needed
• Assists with gathering and inputting demographic information for internal and external physicians and staff to ensure that physician profiles are updated.
• Add and update physicians in the referring physician database.
• Add and update mid-level providers in the on-staff physician database
• Assists with making changes to classes, fulfillment and lead ids in Call Center software and ensuring appropriately displayed on website
• Performs outbound tele-services as needed.
• Administer Voice Blast call reminder system on larger classes to perform class reminders to enrollees
• Assists with operations of the call center for The University of Kansas Hospital to establish and enhance market-driven relationships
• With the aid of the call center software and scheduling software, provides rapid and professional response to all physician and consumer inquiries and appointment requests.
• Locate appropriate physicians/services for callers and facilitates the connection of the two.
• Pages physicians as needed.
• Collects and inputs demographic information on all new callers and updates demographic information, as appropriate, on all repeat callers.
• Performs routine back-up functions for the call center to ensure constant data Integrity.
• Ensures accurate appointment scheduling according to template guidelines.
• Distributes messages appropriately to departments and primary care health centers.
• Communicates with departments and primary care health care centers for accurate and efficient scheduling.
• Distributes calls accurately and appropriately to departments and primary care health centers.
• Confirms next day appointments and updates computer to reflect confirmation.
• Completes callbacks, provides follow-up materials, prepares written correspondence, generates faxes and electronic messages with accuracy and attention to detail.
• Assists with gathering and maintaining up-to-date information hospital services and programs, including folder material, collaterals, binders, mailings, etc.
• Act as relief for Shift Supervisor, Supervisor or Manager Coverage
• Assist with Pager Programming
• Mentor new hires through mentoring program
• Manages the floor staff and acts as go to person for any questions.
• Keep Call Center staff updated with day to day changes
• Monitor Break/Lunches to ensure breaks and lunches are being taken during non peak hours.
• Report policy /procedure issues to Supervisors and/or Managers
• Manage the call que(s)
• Prepare daily, weekly and monthly reports
• Manage downtime process (s) as needed for computer, software, phone and/or paging outages.
• Act as go to person for escalated calls.
• Assist Call Center trainer with training as needed.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED