Lead Telephone Operator (4865)

BROCKTON NEIGHBORHOOD HEALTH CENTER INC•Brockton, MA

4d•$20 - $24•Onsite

About The Position

The Lead Telephone Operator is responsible for the oversight of the business office area and all functions performed during scheduling processes, not including hiring and firing staff. The Lead will support processes and systems related to business area functions. They will maintain a professional work environment at all times, promoting excellent customer service and patient satisfaction. This role also involves performing all principal duties of a telephone operator, including answering incoming calls, directing them appropriately, scheduling appointments, verifying patient insurance information, and booking insurance specialist appointments when applicable. The Lead Telephone Operator will also train new staff, provide updates, manage the call center in the supervisor's absence, handle messages from the answering service, update provider lists, monitor the department's in-basket, manage the new patient waitlist, address escalated issues, assist with provider schedules, and foster a positive team environment.

Requirements

High School graduate or equivalent.
Willingness and ability to learn all aspects of job requirements.
High level of interpersonal skills.
Moderate computer skills.
Proper telephone etiquette.
Good customer service skills.
Basic knowledge of managed care.
Knowledge of insurance plans.
Graduate of a medical secretary program preferred.
Excel in all criteria of the Telephone Operator and Senior Telephone Operator.
Have been employed at the health center for at least one year.
Must maintain full-time employee status.

Nice To Haves

Graduate of a medical secretary program.

Responsibilities

Oversee the business office area and scheduling processes.
Support processes and systems related to business area functions.
Maintain a professional work environment and promote excellent customer service and patient satisfaction.
Answer incoming calls and direct them appropriately.
Schedule appointments using the appointment template.
Verify patients’ insurance information.
Book insurance specialist appointments when applicable.
Provide training and support to new staff.
Provide staff with updates and printed information.
Post monthly flow of calls schedule.
Post all department meetings dates and notices.
Oversee the Call Center Department in the absence of the supervisor and manager.
Obtain messages from answering service (Call4Health) and contact patients or notify appropriate staff.
Respond to TTD calls.
Update Saturday providers list.
Monitor Department In Basket.
Manage New Patient wait list.
Address escalated issues and ensure adherence to quality standards.
Assist with open and block provider schedule.
Work closely with other departments to address customer concerns.
Provide constructive feedback to team members to improve performance.
Foster a positive and collaborative team environment.
Implement and enforce call center policies and procedures.
Perform other duties as assigned by supervisor or department head.
Attend meetings and seminars to keep abreast of changing needs within the industry and department.
Maintain a patient-centered environment to ensure patients’ continuity of care and advocate for patients.
Demonstrate characteristics of accountability and responsibility.
Maintain discretion of conversation in work areas.
Interact professionally with patients and co-workers.
Prioritize demands, work with distractions, adapt to change, exercise efficient time management, and work independently.
Participate in the betterment of the health center through studies and reviews.
Set goals and continually assess personal, team, and organization goals.
Maintain and encourage teamwork.
Maintain consistent effort to further goals by modifying and/or improving individual procedures and tasks.
Manage conflict with staff appropriately.
Participate in the orientation of new staff and/or students.