Hybrid Call Center Lead bei Capitol Imaging Services

Lead Scheduler - Outpatient Atlanta

Position Overview:

The Call Center Supervisor for Scheduling will oversee and manage a team of call center agents responsible for scheduling patient appointments for diagnostic imaging services at our outpatient imaging center. This role is essential in ensuring that all scheduling processes are efficient, accurate, and delivered with high levels of customer service. The Supervisor will lead, mentor, and support the scheduling team to meet key performance indicators (KPIs) and ensure a positive experience for patients, physicians, and clinical staff.

Key Responsibilities:

1. Team Leadership and Supervision:

   • Supervise, coach, and develop a team of call center schedulers, ensuring they meet performance targets and provide high-quality customer service.

   • Conduct regular one-on-one meetings and team huddles to discuss performance, address challenges, and provide constructive feedback.

   • Provide ongoing training and support to agents to improve scheduling knowledge, communication skills, and overall performance.

   • Oversee the daily operations of the call center, ensuring adequate coverage and adherence to shift schedules.

2. Scheduling Operations:

   • Ensure that all patient appointments are scheduled accurately and efficiently in accordance with established guidelines and physician preferences.

   • Manage the coordination between patients, imaging staff, and referring physicians to optimize appointment schedules and resource utilization.

   • Handle and resolve any scheduling conflicts, cancellations, or urgent patient needs in a timely and professional manner.

3. Customer Service Excellence:

   • Monitor and maintain high standards of customer service, ensuring that all patients and referring providers have positive experiences when scheduling appointments.

   • Address patient concerns and complaints promptly, providing solutions while maintaining a patient-centered approach.

   • Escalate complex issues to management as needed and track resolution outcomes.

4. Performance Monitoring & Reporting:

   • Track individual and team performance metrics such as call handling times, scheduling accuracy, patient satisfaction, and call abandonment rates.

   • Prepare and submit regular performance reports to the Call Center Manager and make recommendations for process improvements.

   • Ensure the team adheres to established protocols for documentation, data entry, and system usage.

5. Process Improvement & Efficiency:

   • Identify and implement process improvements to streamline scheduling workflows, reduce errors, and increase efficiency.

   • Work closely with other departments (e.g., clinical, billing, and administrative staff) to ensure smooth patient transitions through the scheduling process.

   • Assist in the development and implementation of new scheduling tools, technologies, or systems.

Qualifications:

• Education: High school diploma or equivalent (Bachelor’s degree in Healthcare Administration, Business, or a related field is preferred).

• Experience:

  • Minimum of 2-3 years of experience in a call center or customer service environment, with at least 1 year in a supervisory or leadership role.

  • Prior experience in healthcare, medical office, or outpatient imaging center scheduling is preferred.

• Skills:

  • Strong leadership, coaching, and mentoring abilities.

  • Excellent communication and interpersonal skills, with the ability to interact with patients, physicians, and staff in a professional manner.

  • In-depth knowledge of scheduling systems and healthcare software.

  • Ability to manage multiple tasks, prioritize work, and solve problems in a fast-paced environment.

  • Strong organizational and time management skills.

  • Knowledge of HIPAA and patient confidentiality standards.

Qualifications