Lead Call Ctr Spec Access-Jenkintown/FT

Temple University Health System • Philadelphia, PA

14h

About The Position

Serves as the lead specialist to the Access Center staff and is responsible for day-to-day support of their designated team as well as assisting in oversight of other teams within the Access Center. The lead is responsible for handling escalations or calls from physicians, employees, office staff, patients or family. Escalations may be related to a variety of issues including limited access to physician schedules, urgent appointment requests, internal referrals or could be related to a complaint or service failure. In addition, the lead is responsible for assisting staff in solving complex physician referral requests, scheduling requests and technical issues. Conducts monthly quality assurance monitoring and coaching on each specialist within their designated team and ensures data quality by reviewing scheduling reports. Ensures timely and accurate completion of assignments and tasks that are delegated. Conducts new staff training/orientation and ongoing staff development. Also participates in call handling and serves as an initial point of contact for referring physicians, patients and internal physicians. Insures appropriate access to the Temple Call Center and to the Health System physicians, programs and services.

Requirements

• Associate's Degree Required
• Bachelor's Degree Preferred or
• Combination of relevant education and experience may be considered in lieu of degree Required
• 2 years experience in customer service Required
• 2 years experience as a Call Center Specialist Required

Nice To Haves

• General Experience in a physician practice or call center environment Preferred
• General Experience communicating in Spanish or other languages (Bilingual) Preferred
• General Experience and knowledge working in an Electric Medical Record System (EMR) Preferred

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees