Call Center Manager (13546)

DescriptionJob Summary

• Independently create and schedule appointments within the electronic medical record.
• Gather patient-specific demographic and provider information; properly advise patients regarding the need for copayments, referral authorizations, and/or pre-service deposits.
• Respond to and interact with a variety of individuals including patients, customers, referring physicians, Allied Health staff and family members.
• Provide exceptional service; navigate multiple systems simultaneously and communicate with patients and healthcare professionals.
• Work with several complex scheduling workflows, while managing telephone calls, online requests, and/or fax requests.
• Manage Call Center operations and provide direction for team members.
• Work with HR and leadership to recruit, hire, and terminate personnel as appropriate.
• Prepare daily and monthly reports, review and analyze data, and present information to leadership.
• Meet established budget/benchmarks for expenses and volumes, etc.
• Maintain current knowledge on laws and regulations governing clinic business.
• Address and resolve escalated patient and customer/practice concerns.
• Monitor and adjust queues, workflows, and agent assignments to help improve the patient experience.
• Demonstrate and encourage team behavior and exceptional patient/guest experiences.
• Uphold and promote patient safety and quality.

QualificationsEducation

High school diploma or equivalent required. BA/BS in management, communications, or a clinical related field preferred.

Experience

Customer service experience in call center, physician's office, retail/service industry or associate's degree preferred.

Additional Skills/Abilities

Excellent customer service skills required. Strong typing/computer skills required. Basic understanding of insurance terminology required.