Call Center Lead bei Neighborhood Health
Neighborhood Health · Alexandria, Vereinigte Staaten Von Amerika · Onsite
- Professional
- Optionales Büro in Alexandria
PRIMARY FUNCTIONS: Responsible for delivering high standards of service to patients by making the most effective and efficient use of call-center staff and technology resources. Uses a range of measurements to monitor, analyze and plan improvements to call-center performance. To meet these responsibilities, the lead must be a combination of expert service provider, coach, trainer, mentor, motivator and supervisor.
Demonstrates a sincere dedication and loyalty to the philosophy and mission of Neighborhood Health
DUTIES/ RESPONSIBILITIES: (Essential Functions: Duties and responsibilities noted with bullets are considered to be the essential functions of the job).
- Make necessary changes in staffing based on day of the week and other anticipated events.
- Monitors productivity of call center representative and generates reports.
- Reviews call center data to monitor the patient experience and subordinate statistics.
- Monitoring of individual, team and call center results to identify and act on both positive and negative performance trends to insure attainment of revenue goals and performance targets.
- Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
- Answers questions and recommends corrective services to address patient complaints.
- Communication and follow-up to ensure representatives are fully informed of all new information related to products, procedures, patient needs and company related issues, changes or actions.
- Keys information into computer to compile work volume statistics for accounting purposes and to keep records of patient service requests and complaints.
- Determines work procedures, prepares work schedules, and expedites workflow.
- Studies and standardizes procedures to improve efficiency of subordinates.
- Maintains harmony among workers and resolves grievances.
- Prepares composite reports from individual reports by subordinates.
- Provides oversight and management for the daily operations of the medical office.
- Provides backup to key positions during peak times and staff absences. This requires knowledge of both clerical and clinical non-physician office duties.
OTHER DUTIES:
- Greets patients as they contact the center by telephone.
- Schedule appointments as per established policies and procedures.
- Answer all incoming calls and route them to the appropriate staff as needed.
- Register all patients per registration protocols over the phone.
- Work closely with other department on appointment scheduling and services offered to ensure smooth patient flow and cut down on waiting time.
- Respond to patients’ inquiries, requests, dispute over the phone, and route it to the appropriate department or staff.
- Explain the services available, payment categories, and billing procedures.
- Assist with developing, coordinating and recommending changes for the improvement of workflow in the program or section area.
- May be assigned to various project lead roles to advance the development of the department and support ad hoc needs.
- Able to work under minimal supervision.
- Employee will be asked to perform additional duties and take on other responsibilities as dictated by events and circumstances.
QUALIFICATION/EDUCATION and/or EXPERIENCE REQUIREMENTS:
- High school diploma or general education degree experience.
- Minimum of 2 years of experience in a health care setting or comparable verifiable training/experience.
- Bilingual in English and Spanish required.
- Supervisory and leadership experience.
- Multi-task oriented.
- Excellent communication skills and problem solving abilities.
- Patient service oriented. Presents a professional, caring image to patients.
- Exercises discretion and integrity when dealing with confidential material.
- Performs duties in a professional and tactful manner.
- Knowledge of medical terminology.
- Possess professional attitude.
- Maintains effective working relationship with physicians and supervisor.
- Excellent interpersonal communication skills and the ability to work effectively with a diverse work force and client base.
- Experience with information technology, electronic health records, medical records, culturally diverse populations and care of underserved populations.
- Experience with database maintenance and reporting.
- Knowledge of local health care environment.