Call Center Manager

I. General Purpose of the Job

Under general supervision, the Call Center Manager acts as supervision for all call center employees, and provides customer service for incoming calls from patients to schedule or cancel appointments during high call volume. In addition to performing the functions of a call center representative, they will investigate and resolve escalated or difficult customer service complaints and calls. They will also train new call center representatives, oversee the break/lunch schedule and manage scheduling conflicts.

II. Essential Duties & Responsibilities

1. Responsible for the onboarding and training of Call Center representatives.
2. Management of diffusing situations prior to being escalated to administration
3. Serve as Lead to the external call center team for any inquiries or questions
4. Oversight of implemented break/lunch schedules
5. Responsible for managing scheduling conflicts of internal staff/coverage
6. Provide flexible coverage of front-desk and/or call center when staffing needs require.
7. Works cohesively within the Patient Services Department.
8. Maintains confidentiality of patients, administrative, and financial functions
9. Provides patient-focused service and presents positive impression of Long Island Select Healthcare to both internal and external customers.
10. Manage high-volume amount of inbound and outbound calls in a timely manner.
11. Answers phone promptly; in a polite and professional manner
12. Documents all incoming & outgoing phone calls within the EMR
13. Meet or exceed Quality Assurance Requirements and other key performance metrics.
14. Maintains minimum 80 answered calls and 90% call answer rate daily
15. Schedules appointments for patients:
16. Obtains & Enters accurate demographic information into the EMR
17. Identifies client needs, clarifies information, researches issues and provides solutions.
18. Identifies appropriate insurance as needed and re-verifies accordingly
19. Schedules appointments correctly, clearly documenting the reason for the appointment, verifies entered data coincides with appointments
20. Reviews appointment details with caller prior to hanging up
21. Updates patient registration/demographic info with new/terminated insurance policies, copay information
22. Makes reminder phone calls as requested
23. Reschedules appointments when necessary
24. Acts as liaison between patient and Health Center Staff
25. Directs calls to other departments/individuals when needed
26. Resolves problems and fulfills requests by clarifying desired information; researches and explores alternative solutions; implements solutions; escalates unresolved problems.
27. Understands when to escalate calls to management
28. Processes new patient registration forms, HIPAA, privacy notice, and demographic change forms.
29. Communicates Sliding Scale policy to patients, requests documentation.
30. Complete side-by-side evaluations with employees to help with training and development
31. Complete call-monitoring to ensure quality and training throughout the call center regularly
32. Administer coaching to employees as needed and provide clear communication regarding KPI’s for the department
33. Enforce policies and procedures within the call center department on behalf of leadership.
34. All other duties as assigned by the Patient Services Manager.
35. Supervisory Responsibilities

None.

III. Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

IV. Education and/or Experience

High school diploma, General Education Diploma (GED), or High School Equivalency Diploma (HSE); College degree preferred. 2 years of supervision in a Call Center environment required.

V. Necessary Skills & Abilities

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have basic to intermediate knowledge of Microsoft Office software (Outlook, Excel, Word), as well as Practice Management and Electronic Medical Record software.

Other Skills and Abilities

1. Strong Communication and People skills both verbal and written
2. Strong problem solving skills
3. Experience with clerical procedures
4. Well organized and able to handle multiple priorities
5. Understanding and application of telephone etiquette

VI. Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

VII. Travel

This position may require traveling to different clinic locations depending upon scheduling needs.

VIII. Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Blood Borne Pathogen Classification: Limited exposure risk to Bloodborne Pathogens (Category III).