Medical Call Center Supervisor - Northwest Austin - Texas Orthopedics

Ortholonestar•Austin, TX

13d•Onsite

About The Position

Responsible for overseeing daily performance of the Service Center (centralized appointment scheduling, registration specialists, and operators) department functions and personnel. Texas Orthopedics is a division of OrthoLoneStar, the largest independent orthopedic practice in Texas. They strive to create a workplace where excellence and support go hand in hand, prioritizing a culture that encourages collaboration, professional growth, work–life balance and a team-driven environment. Through ongoing communication, staff feedback initiatives, and continuous process improvements, they work together to ensure their clinics operate with the highest standards of efficiency, innovation, and comfort.

Requirements

Minimum of five years progressively responsible customer service positions.
Two years supervisory experience; call center setting preferred.
Knowledge of customer service concepts and business methods.
Knowledge of organization policies, procedures, systems and objectives.
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.
Must have adequate visual acuity to read, the ability to interpret and understand written material.

Nice To Haves

Bachelor’s degree preferable
Previous medical experience preferred.

Responsibilities

Supervises, directs and ensures accurate scheduling of physician schedules.
Works closely with physicians and management team.
Trains, monitors and evaluates staff.
Supervises, directs and ensures accurate incoming call routing for the Operator team.
Oversees the Registration team to ensure quality of all insurance verification and auditing processes align with department and practice goals.
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 reviews dashboard metrics daily to meet department’s goals.
Oversees orientation/training including cross-training requirements to ensure staff availability/coverage requirements caused by vacations, sickness, peak loads.
Assist with candidate selection and hiring process of new staff.
Monitors/analyzes daily workload and productivity levels and reports to the Patient Services Director.
Work closely with Patient Services Director to identify ways to improve patient access on an ongoing basis and to facilitate efficiencies in staff and patient workflows.
Troubleshoot and research issues that arise to identify problems and develop recommendations for resolution.
Assist in maintaining 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 Leads and 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.