Call Center Supervisor

Overview

“To enhance the quality of life for men, women and children in the greater Los Angeles area through the provision of high quality, accessible and affordable healthcare services.”

We offer fantastic benefits, competitive pay, and a great family-oriented environment!

• Medical Benefits - FHCCGLA pays 100% of employee’s Kaiser;
  Anthem Blue Cross;
  Health Net; and United Health Care coverage (HMO Plan) subject to change during open enrollment.
• 403 B
  - Through Mutual of America, the company matches up to 5% of employee’s salary.
• Dental Benefit
  - Met Life Only (HMO/PPO Plan).
• 11 Holidays Observed.
• 2 Floating Holidays
• Vision Benefit
  - Met Life Plan.
• 1 Birthday Holiday
• Life Insurance
  - Accidental Death & Dismemberment; and Long-term Disability.
• 7 Paid Sick Leave - 56 hours Full-Time
• Paid Sick Leave – 40, Part-Time and Per-Diem
• Employee Assistance Program
• 2 weeks’ Vacation
• AFLAC Benefits

This would be a great opportunity to make a difference with you onboard!

Call Center Supervisor

Call Center

Director of Clinic Operations

Responsible for managing the day-to-day work functions of the Call Center Department. Ensures timely response of all inbound calls; eliminates abandoned and missed telephone calls. Responsible to ensure that outstanding customer service is always provided, resolves issues immediately and the delivery of accurate information to patients.

• Provides daily comprehensive supervision of the centralized call center phone operators.
• Ensures that each call center phone operator receives the FHCCGLA Call Center Manual to achieve the best industry best practices in the following areas:
  • Optimal per-call transactions
  • Timely & non-discriminatory access to care
  • Reduced disruptions in the delivery of care
  • Increased customer service satisfaction levels
  • Minimize interruptions in scheduling process
• Ensures that personnel work performance is accurate and in compliance with FHCCGLA’s established current guidelines.
• Responsible to oversee the prompt and courteous telephone assistance to all callers.
• Screens regularly for incoming high-volume calls and recommends changes for consideration to immediate supervisor.
  
  NOTE:
  
  All changes must be pre-approved by FHCCGLA’s Leadership (e.g., C.E.O., C.F.O., C.O.O. & C.M.O.).
• Verifies and updates all demographic and insurance information in the E.H.R.
• Verifies that appointment availability is checked across all FHCCGLA sites and schedules patients according to their specifications (e.g., provider preference, date/day/time, preferred site, etc.).
• Ensures that the best customer services are rendered by the call center phone operators by implementing standardized procedures that include:
  • Asking patients if they need directions
  • Asking patients if they have transportation
  • Ensuring patients are advised on what to bring to their first appointment
  • Providing details regarding what to expect upon arrival (example: when going to the School Based Health Center site search for 6200, the site is across the street in the 2 grey portables at the corner of Jaboneria & Watcher).
• Shall conduct and document regular huddles with the call center team to make improvements where needed and/or to praise staff.
• Assists with all duties as needed (e.g., staff call‑off’s, approved staff time off) to ensure that calls are answered without disruption to care.
• Maintains and updates weekly reports (productivity, dropped calls, answered calls, peak hours, etc.).
• Provides guidance regarding pertinent updates in real time to call center staff and conducts trainings regularly as deemed necessary.
• Trainings may include, but are not limited to:
  • Medi-Cal
  • Medicare
  • Managed care programs
  • Private insurance
  • Eligibility procedures
  • Reimbursement requirements
  • New patient process
  • Services offered
  • Etc.
• Works closely with applicable FHCCGLA supervisors and managers to provide and foster good collaboration, teamwork and develop good working relationships for the best overall outcomes of the call center department.
• Works extremely well under pressure, meets multiple and often challenging deadlines; and
• Always demonstrates cooperative and positive behavior with all managers, supervisors,…