Analysis Skills, Auditing, Business Performance Management, Call Center Management, Coaching, Corrective Action, Detail Oriented, HIPAA (Health Insurance Portability and Accountability Act), Identify Issues, Interpersonal Skills, Leadership, Medical Records, Mentoring, Metrics, Neurology, Operations, Operations Management, Organizational Skills, Patient Confidentiality, Patient Registration, People Management, Performance Management, Performance Tuning/Optimization, Quality of Care, Staff Development, Team Lead/Manager, Time Management, Training/Teaching
Job Description: Manager, Call Center
Job Title: Manager, Call Center
FLSA Status: Exempt
Supervision Received: Reports to Designated Access Leadership
Supervision Exercised: None
General Statement of Duties
Responsible for managing the daily operations of the clinical appointment scheduling process including referral and registration requirements. Provides support to leadership, ensuring department is accurately processing patients through the pre-registration, registration, and scheduling processes.
Essential Functions
- Manages the day-to-day operations of the Patient Access teams to maximize performance and optimize service and quality levels
- Monitors daily operating activity of the department, including queue management, and make necessary adjustments in workload
- Ensures efficient and high-quality delivery of care within the department
- Monitors individual schedules and staff productivity and works to improve staff performance in order to meet individual and team goals
- Conducts department audits to maintain consistency in the scheduling process
- Responsible for performance management of team including reviews, corrective action, mentoring, and performance improvement plans
- Oversees the hiring, training, and supervision of department personnel
- Leads example and provides direction to the leadership team regarding the coaching, mentoring, training and development of staff
- Works collaboratively with all internal and external customers and departments to ensure timely and accurate patient registration and processing related to all aspects of the patient and revenue cycle processes are followed
- Understands and stays abreast of payer requirements and changes within the industry
- Provides tools for supervisors to sustain, develop, enforce, and report team metrics; recommends actions for improvement
- Attends administrative meetings and participates in committees as requested
- Ensures strict confidentiality of all patient records, patient information and meeting HIPAA guidelines
- Works with sensitive and confidential materials and must be able to exercise discretion
- Other duties as assigned
Education
- Bachelor’s degree or equivalent combination of education or 2 or more years experience.
Experience
- 2 or more years’ experience in the Medical field. Ortho or Neurology field preferred.
Requirements
- Excellent organizational skills.
- Excellent critical thinking, troubleshooting, and analytical skills.
- Excellent interpersonal skills.
- Excellent attention to detail.
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Premier Orthopaedic and Sports Medicine