Lead Call Center Representative
About The Position
The Call Center Representative Lead supports the Organization by being responsible for Call Center Representatives, ensuring they adhere responsibly and professionally when responding to telephone inquiries from callers. This role focuses on ensuring patient satisfaction by providing quality service, identifying patient needs, and assisting with healthcare-related issues. The Lead will monitor staff attendance, oversee queue productivity, prepare daily scheduling reports, assign tasks, maintain attention to detail, and facilitate communication. The Lead will also step in as needed to log into the queue and address calls promptly. This position manages complex or escalated issues in the scheduling department and maintains a consistent focus on the patient experience, including immediately addressing customer service issues and enhancing department workflow.
Requirements
- Minimum 2 -3 years’ experience in customer service.
- Demonstrates excellent interpersonal skills with people of all social levels and cultures and the ability to manage patients and families with discretion under conditions of stress.
- Demonstrates a sense of maturity that enables a positive and effective handling of any operational situation.
- Quickly make accurate decisions that result in a positive outcome.
- Possess a strong work initiative while handling multiple tasks.
- Ability to communicate (orally and in writing) in a professional manner.
- Ability to work in conjunction with other employees and business associates.
- Ability to maintain an established work schedule to ensure dependability, accuracy of work quality, and a harmonious, consistent work environment.
Nice To Haves
- College degree.
- Experience in the medical field.
- Experience with EPIC software.
- Bi-lingual, Spanish or Somali.
Responsibilities
- Manages complex or escalated issues as they arise in the scheduling department.
- Maintains a consistent focus on the patient experience including immediately addressing customer service issues and enhancing department work flow to improve the overall patient experience.
- Develop and maintain a reporting format to monitor productivity and other key performance indicators of the scheduling department.
- Facilitates monthly staff meetings.
- Attends required meetings and participates in team activities and professional development activities.
- Uses physician protocols, insurance participation information, and patient preference to determine the most appropriate approach to schedule patients.
- Review and approve time off request.
- Monitor the absent request.
- Conduct training for new hire.
- Developing and Coaching Centralized Scheduler.
- Minimize the creation of duplicate charts when creating new patients’ charts.
- Investigate incident reports.
- Conduct monthly audits of call center staff to ensure call quality.
- Monitor No Shows and analyze no show.
- Complete No show notification to patients.
- Develop a report of patients requiring further action.
- Answers incoming phone calls on a timely basis.
- Accurately schedules patient’s appointment.
- Responsible for ensuring the correct and thorough collection of patient information.
- Effectively communicates information to patients regarding appointment, documentation to bring, co-payments, etc.
- Timely calls patients to relay pertinent information regarding appointments.
- Adhere to all of the Organization’s policies and procedures.
- Adheres to all Federal, State, and local laws and regulations.
- Other duties as assigned (non-essential).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
