PRIMARY FUNCTIONS:Responsiblefordeliveringhighstandardsofservicetopatientsbymakingthe 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 HealthDUTIES/ RESPONSIBILITIES:(Essential Functions:Duties and responsibilities noted with bullets are considered to be the essential functions of the job).Makenecessarychangesinstaffingbasedondayoftheweekandotheranticipatedevents.Monitorsproductivityofcallcenterrepresentativeandgeneratesreports.Reviewscallcenterdatatomonitorthepatientexperienceandsubordinatestatistics.Monitoringofindividual,team andcallcenterresultsto identify andactonbothpositive and negativeperformancetrendstoinsureattainmentofrevenuegoalsandperformancetargets.Monitorsservicecallstoobserveemployeedemeanor,technicalaccuracy,andconformityto company policies.Answersquestionsandrecommendscorrectiveservicestoaddresspatientcomplaints.Communication and follow-up to ensure representatives are fully informed of all new informationrelatedtoproducts,procedures,patientneedsandcompanyrelatedissues, changes or actions.Keysinformationintocomputertocompileworkvolumestatisticsforaccountingpurposesand to keep records of patient service requests and complaints.Determinesworkprocedures,preparesworkschedules,andexpeditesworkflow.Studiesandstandardizesprocedurestoimproveefficiencyofsubordinates.Maintainsharmonyamongworkersandresolvesgrievances.Preparescompositereportsfromindividualreportsbysubordinates.Providesoversightandmanagementforthedailyoperationsofthemedicaloffice.Provides backup to key positions during peak times and staff absences. This requires knowledge of both clerical and clinical non-physician office duties.OTHERDUTIES:Greets patients as they contact the center by telephone.Scheduleappointmentsasperestablishedpoliciesandprocedures.Answerallincomingcallsandroutethemtotheappropriatestaffasneeded.Registerallpatientsperregistrationprotocolsoverthephone.Workcloselywithotherdepartment onappointmentschedulingandservicesofferedtoensure smooth patient flow and cut down on waiting time.Respondtopatients'inquiries,requests,disputeoverthephone,androuteittotheappropriate department or staff.Explaintheservicesavailable,paymentcategories,andbillingprocedures.Assistwithdeveloping,coordinatingandrecommendingchangesfortheimprovementof workflow in the program or section area.Maybeassignedtovariousprojectleadrolestoadvancethedevelopmentofthedepartment and support ad hoc needs.Abletoworkunderminimalsupervision.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:Highschooldiplomaorgeneraleducationdegreeexperience.Minimumof2yearsofexperienceinahealthcaresettingorcomparableverifiable training/experience.BilingualinEnglishandSpanishrequired.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.