Call Center Supervisor
About The Position
The Call Center Supervisor is responsible for supervising call center staff and operations, prioritizing work, and scheduling patient appointments. This role involves maintaining and improving call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and completing system audits and analyses. The supervisor works closely with the 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. The position also involves screening medical calls, answering routine phone inquiries, scheduling patient appointments, ensuring physician schedules are full, and resolving insurance authorization issues. The supervisor recommends disciplinary action to the Administrator and performs other duties as assigned by management.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
