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 the organization by overseeing Call Center Representatives and ensuring they respond to telephone inquiries responsibly and professionally. The role focuses on patient satisfaction through quality service, identifying patient needs, and helping resolve health care-related issues and concerns. The lead monitors attendance and queue productivity, prepares daily scheduling reports, assigns tasks, facilitates communication, and steps into the call queue as needed to address calls promptly. The position reports to the Site Manager and supervises Call Center Staff. Work is scheduled Monday through Friday during standard business hours, although times may change due to business necessity. The position is non-exempt. The dress requirement is scrubs or business casual in accordance with the organization’s dress code policy. The primary work area is Registration or business offices in a medical office environment. Work areas are maintained at a normal working temperature, sanitized daily, and furnished with standard office furniture and equipment. Facilities are ADA compliant and located in the Columbus, Ohio area.

Requirements

Minimum 2–3 years of experience in customer service; medical-field experience is preferred.
Demonstrated excellent interpersonal skills with people of all social levels and cultures, and ability to manage patients and families discreetly under stressful conditions.
Maturity to handle operational situations positively and effectively.
Ability to make accurate decisions quickly that result in positive outcomes.
Strong work initiative and ability to handle multiple tasks.
Ability to communicate professionally, orally and in writing.
Ability to work collaboratively with employees and business associates.
Ability to maintain an established work schedule and ensure dependability, accuracy, quality work, and a harmonious, consistent work environment.
Ability to perform the listed physical functions, including mobility, occasional bending and reaching, lifting and carrying a normal stack of documents or files, pushing or pulling in a normal office environment, accurate handling and grasping, keyboard and office-equipment use, and hearing, seeing, and speaking sufficiently to perform job duties.

Nice To Haves

College degree.
Experience with EPIC software.
Bilingual Spanish or Somali language skills.

Responsibilities

Manage complex or escalated issues in the scheduling department.
Maintain focus on the patient experience by addressing customer service issues promptly and improving department workflow.
Develop and maintain reporting formats to monitor productivity and key performance indicators for the scheduling department.
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 approaches.
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 patient charts.
Investigate incident reports.
Conduct monthly call quality audits of call center staff.
Monitor and analyze no-shows, notify patients about no-shows, and develop reports of patients requiring further action.
Answer incoming calls promptly and schedule patient appointments accurately.
Ensure correct and thorough collection of patient information.
Communicate appointment details and information about documentation and co-payments to patients.
Call patients in a timely manner to relay pertinent appointment information.
Follow organizational policies and procedures and comply with applicable federal, state, and local laws and regulations.
Perform other duties as assigned.
Monitor staff attendance and queue productivity, prepare daily scheduling reports, assign tasks, and facilitate communication.
Log into the queue and answer calls as needed.