Medical Call Center Manager - Northwest Austin - Texas Orthopedics
About The Position
Responsible for administration of the Service Center (centralized appointment scheduling, registration specialists, and operators) department functions and personnel. This role involves managing, directing, and ensuring accurate scheduling of physician schedules, working closely with physicians and the management team. The manager will also be responsible for hiring, training, monitoring, and evaluating staff, as well as compiling departmental data on patient appointment call load and physician schedule capacity to ensure schedules are maximized and calls are answered efficiently. The position also oversees incoming call routing, insurance verification and auditing processes, staff orientation and training, and maintaining a positive customer service atmosphere. The manager will identify ways to improve patient access, oversee schedule changes, troubleshoot issues, maintain oversight of department software, and ensure physician scheduling preferences are updated. Collaboration with other department managers is expected to ensure exceptional patient care and company goal completion. Performs scheduling tasks as needed and motivates staff for maximum work efficiency. Maintains strictest confidentiality.
Requirements
- Minimum of five years progressively responsible customer service positions.
- Two years supervisory experience in a call center setting preferred.
- Knowledge of customer service concepts and business methods.
- Knowledge of organization policies, procedures, systems and objectives.
- Skill in effective management of receptionist staff.
- Knowledge of basic health insurance plans.
- Skill in appropriate collection/analysis/presentation of staffing, productivity, and cost data on a routine and special-project basis.
- Skill in exercising initiative, judgment, problem solving and decision-making.
- Ability to use interpersonal skills to establish/maintain relationships with patients and staff.
- Ability to analyze workload requirements and schedule receptionists appropriately.
- Ability to communicate clearly and effectively in writing and verbally.
Nice To Haves
- Bachelor’s degree preferable
- Previous medical experience preferred.
- Knowledge of Athena Electronic Medical Record preferred
Responsibilities
- Manages, directs and ensures accurate scheduling of physician schedules.
- Works closely with physicians and management team.
- Hires, trains, monitors and evaluates staff.
- Compiles departmental data on patient appointment call load and physician schedule capacity to ensure the schedules are maximized and that calls are answered most efficiently.
- Manages, directs and ensures accurate incoming call routing for the Operator team.
- Oversees the Registration team and works directly with the Registration Team Lead to ensure quality of all insurance verification and auditing processes align with department and practice goals.
- Oversees orientation/training including cross-training requirements to ensure staff availability/coverage requirements caused by vacations, sickness, peak loads.
- Ensures positive customer service atmosphere and patient interactions through ongoing training/development/monitoring of staff.
- Seeks physician/staff feedback to ensure interactions are appropriate.
- Maintain an appropriate staffing level to handle incoming call volume and meet department’s metrics.
- Monitors/analyzes daily workload and productivity levels and reports to the Patient Services Director.
- Identify ways to improve patient access on an ongoing basis to facilitate efficiencies in staff and patient workflows.
- Oversees Schedule Changes processes and protocols.
- Works closely with the Schedule Coordinator to ensure all requests are being completed timely and patients are being contacted appropriately.
- Troubleshoot and research issues that arise to identify problems and develop recommendations for resolution.
- Maintain oversight of all software that pertains to department including troubleshooting issues, tracking challenges and enhancement requests, assisting with action items providing directives as needed to avoid delays.
- Oversees and maintains all physician and midlevel scheduling preferences by ensuring all information loaded in software is updated and functioning properly.
- Work closely with physicians and midlevels to review and capture information on a minimum biannual basis, if not requested sooner by providers.
- Work closely with Managers from other departments to ensure delivery of exceptional patient care and completion of company goals.
- Performs scheduling tasks as needed.
- Motivate staff for maximum work efficiency.
- Maintains strictest confidentiality.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
