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Call Center Lead presso Neighborhood Health

Neighborhood Health · Alexandria, Stati Uniti d'America · Onsite

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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.
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