Lead Call Center Representative

Summary:

This position supports the Organization in the following manner:

The Call Center Representative Lead will be responsible for Call Center Representatives making sure that they adhere responsibly and professionally when responding to telephone inquiries from callers and ensuring patient satisfaction by providing quality service, identifying patient needs and assisting them with issues/concerns related to health care issues. Will monitor staff attendance, oversee queue productivity, prepare daily scheduling reports, task assignment, maintain attention to detail and Facilitate communication.

Also, stepping in as needed logging into the queue and addressing call promptly.

Reports to:

Site Manager Supervises:
Call Center Staff Dress Requirement: scrubs or business casual in accordance to Heart of Ohio Family Health’s dress code policy

Work Schedule:

Monday through Friday during standard business hours

Times are subject to change due to business necessity

Non-Exempt

Job Duties:

these are considered essential to the successful performance of this position:
• Manages complex or escalated issues as they arise in the scheduling department.
• Maintains a consistent focus on the patient experience including immediately addressing customer service issues and enhancing department work flow to improve the overall patient experience.
• Develop and maintain a reporting format to monitor productivity and other key performance indicators of the scheduling department.
• Facilitates monthly staff meetings.
• Attends required meetings and participates in team activities and professional development activities.
• Uses physician protocols, insurance participation information, and patient preference to determine the most appropriate approach to schedule patients
• Review and approve time off request
• Monitor the absent request
• Conduct training for new hire
• Developing and Coaching Centralized Scheduler
• Minimize the creation of duplicate charts when creating new patients’ charts
• Investigate incident reports
• Conduct monthly audits of call center staff to ensure call quality
• Monitor No Shows and analyze no show
• Complete No show notification to patients
• Develop a report of patients requiring further action
• Answers incoming phone calls on a timely basis
• Accurately schedules patient’s appointment
• Responsible for ensuring the correct and thorough collection of patient information
• Effectively communicates information to patients regarding appointment, documentation to bring, co-payments, etc.
• Timely calls patients to relay pertinent information regarding appointments
• Adhere to all of the Organization’s policies and procedures
• Adheres to all Federal, State, and local laws and regulations
• Other duties as assigned (non-essential)
Equipment Operated:

Telephone Computer Printer Fax  machine

Copier

Other office equipment as assigned

Facility Environment:

Heart of Ohio Family Health operates in multiple locations, in Columbus, OH area. All facilities have a medical office environment with front-desk reception area, separate patient examination rooms, nursing stations, pharmacy stock room, business offices, hallways and private toilet facilities. All facilities are ADA compliant.

This position’s primary work area is Registration or business offices.

This work area is:o kept at a normal working temperatureo sanitized dailyo maintains standard office environment furniture with adjustable chairso maintains standard office equipment; i.e., computer, copier, fax machine, etc. at a normal working height

Physical Demands and Requirements: these may be modified to accurately perform the essential functions of the position:o Mobility = ability to easily move without assistanceo Bending = occasional bending from the waist and kneeso…