Monitor phone queue to help evaluate data regarding inbounds calls, call waiting times, abandonment rate, etc. Identify any issues and escalate to Senior Management.
Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly.
Assist in Quality Audits through silent call monitoring, y-jacking, and call recordings.
Responsible for supervising, directing, and developing the scheduling team.
Maintains positive leadership and gives frequent performance feedback and encourages two-way participation of ideas.
Responsible for holding employees accountable for results through coaching and development of action plans.
Works cohesively with the Senior Leadership on performance management of team including reviews, corrective action, mentoring, and performance improvement plans.
Assist in interviewing and hiring of team members.
Responsible for handling escalated phone calls regarding scheduling or paging issues.
Communicate as needed to keep the staff up to date with the changes in the company and important announcements.
Monitor and manage the productivity and performance of assigned employees including reporting daily/weekly/monthly department metrics to Senior Leadership.
Ability to be empathetic to patient’s needs and concerns and provide training and guidance to the agents to do the same.
Ensure strict confidentiality of all health records, member information and meet HIPAA guidelines.
Support and comply with all company policies and procedures.
Participates in department meetings as assigned. (Saturday meetings may be required)
Tasked with special project initiatives and outcomes.
Must be able to meet deadlines given by Senior Management.
Works with sensitive and confidential materials and must be able to exercise discretion.
EDUCATION
High school diploma/GED or equivalent working knowledge preferred.
EXPERIENCE
Requires 1 or more years’ experience in a supervisory or leadership role.
Previous experience working within a call center is preferred.
Proven leadership skills with an ability to motivate with a positive attitude that impacts others in a positive way.
Excellent organizational skills and strong customer service orientation are required with strong background with computers and data entry.
KNOWLEDGE
Knowledge of medical terminology, ICD and CPT.
Federal, state and HIPAA privacy regulations.
Knowledge of scheduling patients in a clinic/medical practice setting.
SKILLS
Analytical and problem-solving capabilities.
Establishing metrics and clear objectives including performance management.