Under general supervision, the Call Center Manager acts as supervision for all call center employees, and provides customer service for incoming calls from patients to schedule or cancel appointments during high call volume . In addition to performing the functions of a call center representative, they will investigate and resolve escalated or difficult customer service complaints and calls. They will also train new call center representatives, oversee the break/lunch schedule and manage scheduling conflicts.
Essential Duties & Responsibilities
Essential Duties & Responsibilities
Responsible for the onboarding and training of Call Center representatives.
Management of diffusing situations prior to being escalated to administration
Serve as Lead to the external call center team for any inquiries or questions
Oversight of implemented break/lunch schedules
Responsible for managing scheduling conflicts of internal staff/coverage
Provide flexible coverage of front-desk and/or call center when staffing needs require.
Works cohesively within the Patient Services Department.
Maintains confidentiality of patients, administrative, and financial functions
Provides patient-focused service and presents positive impression of Long Island Select Healthcare to both internal and external customers.
Manage high-volume amount of inbound and outbound calls in a timely manner.
Answers phone promptly; in a polite and professional manner
Documents all incoming & outgoing phone calls within the EMR
Meet or exceed Quality Assurance Requirements and other key performance metrics.
Schedules appointments for patients: Obtains & Enters accurate demographic information into the EMR Identifies client needs, clarifies information, researches issues and provides solutions. Identifies appropriate insurance as needed and re-verifies accordingly Schedules appointments correctly, clearly documenting the reason for the appointment, verifies entered data coincides with appointments Reviews appointment details with caller prior to hanging up Updates patient registration/demographic info with new/terminated insurance policies, copay information Makes reminder phone calls as requested Reschedules appointments when necessary
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Obtains & Enters accurate demographic information into the EMR
Identifies client needs, clarifies information, researches issues and provides solutions.
Identifies appropriate insurance as needed and re-verifies accordingly
Schedules appointments correctly, clearly documenting the reason for the appointment, verifies entered data coincides with appointments
Reviews appointment details with caller prior to hanging up
Updates patient registration/demographic info with new/terminated insurance policies, copay information
Makes reminder phone calls as requested
Reschedules appointments when necessary
Acts as liaison between patient and Health Center Staff Directs calls to other departments/individuals when needed Resolves problems and fulfills requests by clarifying desired information; researches and explores alternative solutions; implements solutions; escalates unresolved problems. Understands when to escalate calls to management
Directs calls to other departments/individuals when needed
Resolves problems and fulfills requests by clarifying desired information; researches and explores alternative solutions; implements solutions; escalates unresolved problems.
Understands when to escalate calls to management
Processes new patient registration forms, HIPAA, privacy notice, and demographic change forms.
Communicates Sliding Scale policy to patients, requests documentation.
Complete side-by-side evaluations with employees to help with training and development
Complete call-monitoring to ensure quality and training throughout the call center regularly
Administer coaching to employees as needed and provide clear communication regarding KPI’s for the department
Enforce policies and procedures within the call center department on behalf of leadership.
All other duties as assigned by the Patient Services Manager.
Supervisory Responsibilities
Supervisory Responsibilities
None.
Qualifications
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Education and/or Experience
High school diploma, General Education Diploma (GED), or High School Equivalency Diploma (HSE); College degree preferred. 2 years of supervision in a Call Center environment required.
Necessary Skills & Abilities
Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills
Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Reasoning Ability
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Computer Skills
To perform this job successfully, an individual should have basic to intermediate knowledge of Microsoft Office software (Outlook, Excel, Word), as well as Practice Management and Electronic Medical Record software.
Other Skills and Abilities
Strong Communication and People skills both verbal and written
Strong problem solving skills
Experience with clerical procedures
Well organized and able to handle multiple priorities
Understanding and application of telephone etiquette
Physical Demands
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Travel
Travel
This position may require traveling to different clinic locations depending upon scheduling needs.
Work Environment
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Blood Borne Pathogen Classification: Limited exposure risk to Bloodborne Pathogens (Category III).
About Long Island Select Healthcare
Healthcare171 employeesFounded 2014
Operates community health centers providing primary and specialty care.
