Call Center Lead

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.