Contact Center Quality Lead

General Physician, PC•Buffalo, NY

About The Position

The primary purpose of this position is to assist in transforming patient experiences by contributing to establishment of consistent processes and workflows that are needed to manage contact volumes and provide support to the General Physician, PC service lines.

Requirements

High school diploma or GED required; two-year college degree preferred.
2-4 years’ experience in medical office, call center or customer service environment preferred.
Knowledge of insurance and medical terminology.
Strong written and verbal communication skills with ability to utilize computer programs.
Ability to multi-task and handle a high volume of patient calls in a fast-paced environment.

Responsibilities

Answer incoming calls and/or digital messages and determine how to help the patient or where to refer the patient within the service line.
Enter patient information, schedule appointments and document interaction in EMR system.
Identify calls that need to be escalated to clinical staff or management and route appropriately in a timely manner.
Document medication refill and test result requests.
Manage incoming mail and fax bins in accordance with company policy.
Conduct call listening and eMR workflow reviews; deliver actionable insights and coaching opportunities for team members.
Collaborate with training leads to design and deliver targeted coaching and development programs and assist with onboarding training content.
Lead continuous improvement initiatives to streamline workflows and ensure a consistent and signature patient experience.
Work across the Service Lines with other Quality Leads to standardize and collaborate on quality improvements.
Analyze quality trends and provide actionable insights to enhance patient experience and service delivery.
Prepare and present quality performance to leadership teams.
Participate in outbound campaigns and reminder calls for patients.
Perform other duties assigned by management.