Description

This position is responsible for managing a team of appointment schedulers and operators and assuring that they provide timely and best in class customer service and patient access. This leader will develop appropriate reports and establish KPI’s for the organization and individual agents. They will assist with escalated calls, implement any procedural changes, provide coaching and counseling to increase staff knowledge. The leader will be directly responsible for creating a positive learning environment that delivers quality customer service. The role requires exceptional customer service and influential leadership skills. Proven call center supervisory experience along with planning and workforce implementation of new processes is a must for this position. This leader functions as a member of the collaborative operations team, interacting with directors, IT leaders, managers, and other supervisors. The leaders analytical skills will aid them in their ability to break problems into parts to see relationships or interdependencies, making projections for the timely management of staff and call volume.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

• Highly effective communications skills.
• Provide daily leadership to ensure productivity and quality service goals are met.
• Supervise teams of schedulers, operators, and other staff as assigned.
• Utilize data to project call volume to establish KPI’s and assure appropriate staffing levels.
• Prepare daily, weekly and monthly action plans to assure goals are met.
• Monitors intraday operations to assure service levels are achieved and maintained. Makes necessary adjustments to ensue daily work assignments are completed. 
• Monitors schedules to ensure maximum resource utilization and patient access. 
• Evaluate, coach, and mentor employees based on observations, and feedback received. 
• Quarterly One-on-One's with team members that provide feedback and builds confidence.
• Provide ongoing training and retraining of the staff through topic specific in-services.
• Monitor performance; schedule staff to meet call volume; motivate staff to meet, sustain, and surpass performance goals; act as a resource to team members, assisting team members with calls during peak periods; monitor quality of service and track service issues.
• Prepares monthly calendar of provider schedules to confirm vacations, on-call schedules, and clinic availability. 
• Respond to questions and concerns respective to both internal team members, and external customers with demonstrated ability to manage irate and difficult calls.
• Cultivate and maintain effective and trusting relationships with team members, and leadership. 

Requirements

Experience

• Minimum one (1) year of management experience in a role specific to customer service in high call volume environment.

Education

• Bachelor's degree or minimum five (5) years of experience in a leadership position in call center, or (4) years in a related field.
• High School Diploma or General Education Development (GED) required.

Additional Requirements:

• Knowledgeable in orthopedic terminology, basic clinical functions, administrative practices, operational systems and procedures in medical setting preferred. Understanding of Medical terminology and knowledgeable of Medicare, Managed care and commercial insurances products and plans preferred.
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to sort and file materials correctly by alphabetic and numeric systems. Knowledge of medical terminology preferred; basic knowledge of insurance plans a plus.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• To perform this job successfully, an individual should be able to operate a computer and have knowledge of Electronic Medical Records (EMR) systems, preferably Athena Health
• .Demonstrated effective interpersonal skills, including verbal and nonverbal communication, the ability to handle conflict, teamwork, empathy, listening, and a positive attitude. 
• Effective presentation skills.
• Ability to prioritize multiple duties in a fast paced environment.

PHYSICAL DEMANDS

While performing the duties of this job, employee is regularly required to sit for long periods of time, stand, walk, reach with hands and arms, and to talk and hear. Employee may be occasionally required to climb or balance, stoop, kneel, or crouch. Employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT 

While performing the duties of this job, employee may be exposed to risk of infectious diseases when interacting with patients and/or family members. Work is performed in an office environment. Involves frequent telephone contact with patients. Work may be stressful at times. Interaction with others is constant and interruptive.