Call Center Supervisor at Platinum Dermatology Partners LLC

Description

•  Hire, train and onboard new Contact Center agents as required to meet quotas
• Working Supervisor who will take Inbound and make Outbound calls daily.
•  Provide coaching and assistance to contact center agents on an ongoing basis
•  Quality Management
•  First Call Resolution
•  Process weekly production reports for submission to management
•  Call Center metrics
•  Volume
•  Productivity by appointments
•  Abandonment rate
•  Capacity rates
•  Act as a member of the Provider Scheduling Committee, set agenda and make provider
• scheduling recommendations.
•   Oversee and ensure conflict resolution between associates and patients
•   Ensure that all employees follow the company’s best practice for contact center
•   management and operations
•   Develop presentations and talks to motivate and educate contact center agents
•   Communicate company goals to staff so every employee understands his or her role
•   Conduct periodic surveys of patients and potential customers to ensure quality control
•  Provide daily oversight and guidance to employees
•  Conduct meetings with staff on office policy and procedure changes
•  Assist patients with potential billing issues
•  Approve time off requests and bi-weekly payroll time for employees
•  Serve as office point person for providers, employees, pharmaceutical reps, and vendors
• Serve as liaison between medical office and corporate office
•  Travel required as needed

Qualifications

• 2-years of Call Center Experience in a Medical Facility.
• Knowledge of clinic and company policies and procedures.
• Knowledge of medical terminology and insurance practice.
• Knowledge of computer programs and applications Knowledge of CPT and ICD-10 coding.
• Knowledge of managed care, Medicare, and Medicaid guidelines Excellent. communication, management, interpersonal and leadership skills required.
• Ability to work and manage overtime as necessary to meet quotas and guide team.
• Skill in effective personnel management including training staff and delegating duties.
• Excellent written and verbal communication Skills.
• Ability to work effectively as a team member with physicians and other staff.
• Ability to respond timely to changing demands Ability to plan, organize, prioritize and direct the work of others.
• Ability to establish and maintain effective working relationships with patients,
  employees, and the public.
• Prior experience interviewing candidates and determining staffing needs
  Experience managing patient issues.