Call Center Rep Lead

Call Center Rep Lead page is loaded## Call Center Rep Lead locations:
Kansas City, KStime type:
Full time posted on:
Posted Todayjob requisition :
R-51417# Position Title Call Center Rep Lead Bell Hospital## Position Summary / Career Interest:

Ensures that Call Center Representatives are responding appropriately and in a timely manner to all communication methods including faxed referrals, group voice mail messages, individual voice mail, individual and group e-mail, Internet request for callbacks, and returned mail; ensures all of these transactions are documented in Call Center software; ensures that Call Center Representatives complete their assigned daily tasks. Serve as additional back-up to perform all daily tasks of Call Center Reps.
** Responsibilities and Essential Job Functions
*** Ensures that Call Center Representatives are responding appropriately and in a timely manner to all communication methods including faxed referrals, group voice mail messages, individual voice mail, individual and group e-mail, Internet request for callbacks, and returned mail.  Ensures all of these transactions are documented in Call Center software
* Ensures that Call Center Representatives complete their assigned daily tasks.  Serve as additional back-up to perform all daily tasks of Call Center Reps.
* Ensures that Call Center Representatives performed outbound class reminder calls unless calls are being made by Voice Blast reminder system
* Assist Supervisor in ensuring that Call Center Representatives follow the hospital policies and procedures as well as department policies, procedures and protocols.
* Serve as a resource person for the call center representatives in the absence of the Supervisor.
* Serve as a contact person for the Clinic Managers, Clinic Schedulers and Jayhawk Clinics in the absence of the Supervisor.
* Adjust Call Center Representatives duties (if needed) in the absence of the Supervisor.
* Ensures that there is adequate phone coverage during the day and maintaining great customer service in the absence of the Supervisor
* Assists with irate callers in the absence of the Supervisor
* Assists Supervisor with daily functions of the Call Center
* Assists with distributing database work and other projects assigned to the Call Center
* Serves as a liaison between the general calling public and all University of Kansas Hospital clinical professionals and staff.
* Participates in the training and monitoring of progress of new call center representatives.
* Assist with keeping Call Center Representatives informed of physician changes, scheduling number changes, new How Heard and Transfer codes, etc.
* ADMINISTRATIVE  
• Administer Weekly and Monthly Call Center Incentive program/contest.  Work with Supervisor and Manager on planning and development of weekly/monthly contest and criteria on which to focus  
• Assists Supervisors and Manager with panning, development and implementation of events in Call Center such as National Customer Service Week  
• Maintain/up-date scheduling contact spreadsheet/guide for fax referral processing  
• Maintain/update on call system department schedules as needed.  
• Maintain/up-date medical records contact spreadsheet/guide for fax referral processing  
• Check and document low patient satisfaction surveys in patient satisfaction survey log  
• Assist Supervisor on follow-up on fax referral update requests from referring physician inquiries  
• Provides administrative assistance in the maintenance of the call center’s  software and hardware.  
• Assures that medical records and insurance referrals are e-mailed to the appropriate clinic contacts in a timely manner  
• Assists with gathering and maintaining information for all databases  
• Polls Reps on topics needing to be addressed and bring list of topics to Supervisor prior to weekly/monthly meetings.  
• Assist with preparation and distribution of daily, weekly, monthly and quarterly reports regarding call volumes, referrals and other statistics
* CALL CENTER OPERATIONS  
• Assists with maintaining and updating all departmental databases, including provider, caller, and insurance databases.  
• Assists with the preparation and…