Administrative Skills, Call Center Management, Call Centers, Clinical Medicine, Electronic Medical Records, Leadership, Mentoring, Multilingual, Patient Care, Quality Management, Spanish Language, Training/Teaching, Workplace Issues
This job description is an addendum to the Call Center Specialist job description.
Under the direct supervision of the Clinic Manager, the Lead Call Center Specialist takes a leadership role in the department, acting as a trainer, resource and mentor for other Call Center Specialists and staff.
GENERAL DUTIES
(This list may not include all of the duties assigned.)
- Demonstrates advanced skills in the use of the EMR; can teach EMR skills in all areas of practice.
- Provide back-up support for the call center team.
- Assist with the training and supervision of assigned call center staff.
- Works collaboratively with clinic staff on programs to improve patient outcomes.
- Assists in organizing and participating in quality improvement activities to improve systems/services.
- Evaluate situations that may lead to errors or miscommunication and know how to correctly intervene and report.
- Perform other administrative tasks and clinical care as assigned by the Clinic Manager.
- Assist call center staff with issues, training, education, and mentoring.
MINIMUM QUALIFICATIONS
- Two (2) years experience as a Call Center Specialist
DESIRED EXPERIENCE
- Familiarity with an electronic practice management (EMR) system.
- Bilingual (Spanish) preferred.
W
Western Sierra Medical Center