Call Center Supervisor

SB Clinical Practice Management Plan•Stony Brook, NY

3d•Onsite

About The Position

The incumbent is responsible for supervising call center staff and operations, prioritizing work, and scheduling patient appointments. This position is largely sedentary and requires the employee to remain stationary for a majority of the day. The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of CPMP.

Requirements

Associate’s degree; in lieu of degree, an additional 2 years of experience working in a physician practice or healthcare environment.
Four (4) years of full-time experience working in a physician practice or healthcare environment.
Previous supervisory experience.
Knowledge of medical terminology.
Must be proficient in Microsoft Office.
Must have excellent communication skills.

Nice To Haves

Experience using EMR.
Experience with an appointment scheduling system.
Bachelor’s Degree.

Responsibilities

Supervise call center staff and must have ability to perform all jobs under his/her supervision.
Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and completing system audits and analyses.
Works closely with clinic office manager to troubleshoot issues with patient registration and scheduling.
Monitors the assignment of duties to staff and makes required adjustments to optimize efficiency within the call center.
Screens medical calls and answers routine phone inquiries.
Schedules patient appointments in computer system.
Ensures that physician schedules are full at all times; calls new consults, wait lists and schedule patients appropriately.
Resolves insurance authorization issues.
Recommends disciplinary action of call center to Administrator.
Perform all other duties as assigned by management.