Lead Call Center Representative

HEART OF OHIO FAMILY HEALTH CENTERS•Columbus, OH

4d•$20 - $25•Onsite

About The Position

The Lead Call Center Representative supports Heart of Ohio Family Health by overseeing Call Center Representatives and ensuring that they respond to telephone inquiries responsibly and professionally. The role focuses on patient satisfaction, quality service, identifying patient needs, and helping patients with healthcare-related issues and concerns. The lead monitors attendance and queue productivity, prepares daily scheduling reports, assigns tasks, maintains attention to detail, facilitates communication, and steps into the call queue as needed. The position manages complex or escalated scheduling issues, monitors department productivity and key performance indicators, supports staff development, conducts call-quality audits, and helps improve workflow and the patient experience. It also performs patient scheduling and related communication, including accurate collection of patient information, appointment details, documentation requirements, and copayments. The role reports to the Site Manager and supervises Call Center Staff. The work schedule is Monday through Friday during standard business hours, subject to change due to business necessity. The position is non-exempt. The primary work area is Registration or business offices in a medical-office environment. Required dress is scrubs or business casual, consistent with the organization’s dress code.

Requirements

Minimum 2–3 years of experience in customer service; medical-field experience is preferred.
Excellent interpersonal skills with people of diverse social levels and cultures, and the ability to manage patients and families discreetly under stressful conditions.
Maturity to handle operational situations positively and effectively.
Ability to make accurate decisions quickly and achieve positive outcomes.
Strong work initiative and ability to handle multiple tasks.
Professional oral and written communication skills.
Ability to work with other employees and business associates.
Ability to maintain an established work schedule and dependable, accurate work quality.
Ability to meet the stated physical demands, including mobility, occasional bending and reaching, carrying ordinary stacks of documents or files, pushing or pulling in a normal office environment, dexterity with keyboards and office equipment, and adequate hearing, vision, and speech.

Nice To Haves

College degree.
Experience with EPIC software.
Bilingual ability in Spanish or Somali.

Responsibilities

Manage complex or escalated issues in the scheduling department.
Maintain a focus on patient experience, address customer service issues promptly, and improve department workflow.
Develop and maintain reporting formats to monitor productivity and other scheduling-department performance indicators.
Facilitate monthly staff meetings and attend required meetings and team and professional development activities.
Use physician protocols, insurance participation information, and patient preferences to determine appropriate patient scheduling.
Review and approve time-off requests and monitor absence requests.
Train new hires and develop and coach Centralized Schedulers.
Minimize duplicate patient charts when creating new charts.
Investigate incident reports.
Conduct monthly call-quality audits of call center staff.
Monitor and analyze no-shows, notify patients about no-shows, and report patients requiring further action.
Answer incoming calls promptly and accurately schedule patient appointments.
Ensure accurate and thorough collection of patient information.
Communicate appointment details, required documentation, copayments, and other pertinent information to patients.
Call patients promptly to relay relevant appointment information.
Monitor staff attendance and queue productivity, prepare daily scheduling reports, assign tasks, and facilitate communication.
Log into the call queue and address calls as needed.
Follow organizational policies and procedures and applicable federal, state, and local laws and regulations.
Perform other duties as assigned.