ONCOLOGY CALL CENTER - FULL TIME

Toledo Clinic•Maumee, OH

2h•Onsite

About The Position

This is a clerical support staff position responsible for the management of the Practice’s Call Center. The role involves monitoring phone call response times, providing update reports, arranging for new phone equipment, troubleshooting system issues, and collaborating with network specialists to ensure proper system functioning. The position is also responsible for phone call management in the main office, ensuring excellent customer service, rescheduling appointments, and addressing daily Phytel report issues. The role works under the supervision of the Main Office Manager.

Requirements

Knowledge of communications equipment and repair procedures
Knowledge of voice over internet phone system operations
Knowledge of telephone and voicemail systems
Skill in operating telephone communication systems
Skill in gathering, analyzing and evaluating data
Ability to read, understands, and follows oral and written instruction.
Ability to handle stressful situations and react calmly
Ability to establish and maintain effective working relationships with staff
Ability to communicate clearly and effectively orally and in writing.
Ability to excel in an environment of constant change, problems and unexpected interruptions, where extreme pressure to deliver results is expected.
Skills in establishing and maintaining effective working relationships with physicians and non-physician support staff.
Knowledge of computer systems and applications.
Working knowledge of Clinical IT applications.
Consistently arrives at work, on time and completes all tasks within established time frame.
Seeks appropriate tasks when primary tasks are completed and assists co-workers as needed.
Flexibility and ability to adjust to a constantly changing work environment
Adheres to clinic’s policies and procedures.
Scheduling experience and multiline phone system experience required.

Nice To Haves

Post high school education preferred.

Responsibilities

Monitor call center activity and provide direction to staff to assure timely response times to incoming calls.
Direct ACD group staff logins to assure adequate phone coverage in all offices.
Provide call coverage to all satellite offices as needed.
Serve as main office operator.
Train new employees on the phone system and monitor for proper use.
Use phone system reports to investigate patient and physician complaints.
Coordinate maintenance of the system including assignment and reassignment of numbers, moves, etc.
Coordinate after-hours service.
Process incoming and outgoing faxes.
Monitor and maintain main office fax machines.
Coordinate requests for new phones and changes in the system.
Ensure voicemail is working properly.
Troubleshoot telephone problems and order repairs.
Report problems to the phone support company (CDS).
Assign telephone numbers and equipment; order equipment.
Prepare reports and monitor telephone usage and associated expenses.
Review monthly phone bill and approve allocations to cost centers.
Report any abnormal usage, costs, and special needs.
Maintain appropriate logs and records.
Coordinate Phytel implementation and ongoing use of patient reminder call system.
Schedule/Reschedule patients who call.
Exhibit excellent written and verbal skills.
Utilize assertive communication skills in addressing concerns or problems.
Participate as a member of organization/institutional committees as requested.
Conceive innovative strategies and ideas for the center, exhibiting “out of the box” thinking.
Perform job duties effectively with minimal direction.
Initiate new ideas and projects that enhance patient care or other aspects of services and care.
Serve as a team member among co-workers and peers.
Participate in TCCC activities that enhance patient care and work surroundings.
Participate in assuring that all personally identifiable healthcare information of the patient will be maintained confidential.
Assure that any oral or written disclosure of personally identifiable healthcare information should be minimum necessary to serve the purpose of performing quality care to the patient.
Understand any disclosure outside payment, treatment, or healthcare operations requires written patient authorization in each instance.
Understand and demonstrate sensitivity to the cultural diversity of patients, staff, and visitors.