Call Center Manager

Job Summary:

Independently create and schedule appointments within the electronic medical record.

Gather patient-specific demographic and provider information; properly advise patients regarding the need for copayments, referral authorizations, and/or pre-service deposits.

Respond to and interact with a variety of individuals including patients, customers, referring physicians, Allied Health staff and family members.

Provide exceptional service; navigate multiple systems simultaneously and communicate with patients and healthcare professionals.

Work with several complex scheduling workflows, while managing telephone calls, online requests, and/or fax requests.

Manage Call Center operations and provide direction for team members.

Work with HR and leadership to recruit, hire, and terminate personnel as appropriate.

Prepare daily and monthly reports, review and analyze data, and present information to leadership.

Meet established budget/benchmarks for expenses and volumes, etc.

Maintain current knowledge on laws and regulations governing clinic business.

Address and resolve escalated patient and customer/practice concerns.

Monitor and adjust queues, workflows, and agent assignments to help improve the patient experience.

Demonstrate and encourage team behavior and exceptional patient/guest experiences.

Uphold and promote patient safety and quality.

Education:

High school diploma or equivalent required. BA/BS in management, communications, or a clinical related field preferred.

Experience:

Customer service experience in call center, physician's office, retail/service industry or associate's degree preferred.

Additional Skills/Abilities:

Excellent customer service skills required. Strong typing/computer skills required. Basic understanding of insurance terminology required.