Supervisor Call Center

GI Alliance•Glendale, AZ

58d

About The Position

Essential Duties and Responsibilities: The essential functions include, but are not limited to the following: Answering Phones Monitor the Contact Center Queue ensuring that all call- wait times are under 5 minutes Supervise the daily workflow of the team to include PTO and Sick time Set and Monitor Goals/KPIs for all operators Receive patient complaints and utilize problem solving skills to ensure patient satisfaction Provide constructive feedback and coaching for PEC staff Train all new Schedulers Assists other team members in all departments as needed Knowledge of the contact center reporting system and the ability to pull calls for Providers and leadership upon request Continually maintains Health Insurance Portability and Accountability Act (HIPAA) and other compliance requirements. All additional tasks as requested by management. Qualification/Requirement: Ability to apply a common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving occasional, last-minute changes in generally standardized situations. Above average communication skills and strong attention to detail. Ability to work independently and in a team environment. Ability to learn and utilize multiple computer systems. Education/Training/Experience: High school diploma or a GED. Six months related healthcare experience and / or training. Previous insurance verification / prior authorization experience preferred. Qualifications Education: High school diploma or general equivalency diploma (GED). Associates or Bachelor's degree preferred. Experience: Supervision: 1 year (Preferred) Medical supervision: 1 year (Preferred) Experience working in a medical practice in a clinical or clerical setting: 3 years (Preferred) Work Environment: Work performed in an office environment. Involves frequent contact with staff and patients. Mental/Physical Requirements: Manual dexterity for office machine operation including computer and clinical equipment; stooping, bending to handle patient's mobility to complete errands or deliveries, or sitting or standing for extended periods of time. Stress can be triggered by multiple staff demands and deadlines.

Requirements

Ability to apply a common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving occasional, last-minute changes in generally standardized situations.
Above average communication skills and strong attention to detail.
Ability to work independently and in a team environment.
Ability to learn and utilize multiple computer systems.
High school diploma or a GED.
Six months related healthcare experience and / or training.

Nice To Haves

Previous insurance verification / prior authorization experience preferred.
Associates or Bachelor's degree preferred.
Supervision: 1 year (Preferred)
Medical supervision: 1 year (Preferred)
Experience working in a medical practice in a clinical or clerical setting: 3 years (Preferred)

Responsibilities

Answering Phones
Monitor the Contact Center Queue ensuring that all call- wait times are under 5 minutes
Supervise the daily workflow of the team to include PTO and Sick time
Set and Monitor Goals/KPIs for all operators
Receive patient complaints and utilize problem solving skills to ensure patient satisfaction
Provide constructive feedback and coaching for PEC staff
Train all new Schedulers
Assists other team members in all departments as needed
Knowledge of the contact center reporting system and the ability to pull calls for Providers and leadership upon request
Continually maintains Health Insurance Portability and Accountability Act (HIPAA) and other compliance requirements.
All additional tasks as requested by management.