Scheduling/Call Center Supervisor

COMMUNITY HEALTH CENTER OF LUBBOCK INC•Lubbock, TX

2d•Onsite

About The Position

The Scheduling/Call Center Supervisor provides specialized clerical assistance related to patient access and scheduling. The role oversees call center personnel, department policies and goals, quality improvement activities, provider schedules, and medical and dental appointment scheduling. It also responds to inquiries from clients and staff, covers the reception switchboard, distributes messages, prepares reports, and handles patient complaints. The position is based at the Main Clinic in Lubbock, Texas. Work hours are 8 a.m.–5 p.m., Monday through Friday, with some weekend and evening work.

Requirements

High school graduation or GED equivalent.
Three to five years of experience in medical information work, including at least one year in a supervisory position.
Knowledge of Cisco Phone System or a similar phone system.
Working knowledge of computers and general office equipment.
Basic knowledge of HIPAA.
Knowledge of medical and dental terminology.
Basic computer and typing skills.
Ability to take clear and concise messages.
Excellent spelling and grammar skills.
Effective communication skills.
Strong organization and ability to function with minimal supervision.
Excellent phone etiquette and customer service skills, with cultural competency.
Active listening, speech recognition, multitasking, and reading comprehension skills.
Critical thinking and reasoning skills for solving problems and issues.
Ability to use mathematics to solve problems.
Strong attention to detail.
Ability to read medical, legal, and insurance documents.
Ability to establish and maintain filing systems for retrieving information.
Ability to relate effectively to providers, patients, and third-party payer representatives and work as a team member.

Nice To Haves

Bilingual English/Spanish.

Responsibilities

Orient, train, evaluate, and monitor the on-the-job performance of call center personnel.
Interview, hire, and discipline call center personnel.
Implement and maintain call center department policies and procedures.
Establish and achieve department goals and objectives consistent with CHCL's organizational goals.
Participate in the health center’s performance improvement activities and perform duties in accordance with applicable standards.
Perform quality improvement procedures and audit measures.
Log, retrieve, and ensure proper maintenance of provider schedules.
Coordinate and manage medical and dental appointment schedules to meet organizational goals.
Respond helpfully to phone inquiries, requests, and questions from clients and staff.
Cover the reception switchboard and record and distribute messages as needed.
Generate department-related reports as requested.
Handle patient complaints.