Call Center Supervisor

Southlake Orthopaedics has an opening for a full-time Call Center Lead at our Hoover location, which is a busy and very fast paced clinic. The position is Monday - Friday, 8am to 5pm. The ideal candidate should be courteous, professional, organized, engaging, and friendly. This position will report directly to the Chief Operating Officer.

Responsibilities and Duties

• Manage call center staffing schedules.
• Provide direction and assistance to call center representatives.
• Onboard new call center representatives.
• Ensure staffing levels are adequate.
• Provide regular updates and improvement recommendations to clinic leadership.
• Work in a fast-paced call center environment, promptly accepting incoming calls in a professional and courteous manner.
• Schedule appointments electronically for new and established patients, collect and input information into Southlake's Electronic Medical Records (EHR) system while maintaining a high degree of accuracy.
• Verify patient demographics and insurance coverage, data entry.
• Work independently to resolve patient and provider questions related to patient care referrals, pre-authorization/pre-certification, and insurance verifications.
• Identify and escalate priority issues appropriately.
• Establish and maintain cooperative relationships with patients, families, physicians, staff, and other customers, demonstrating the highest level of commitment and compassion in all such interactions.
• Possess and display excellent written and verbal communication skills with the ability to convey information in a clear, focused, and concise manner.
• Demonstrate strong telephone communication skills and etiquette.
• Maintain composure during moments of stress and maintain a helpful disposition at all times.
• Respond to patient questions and concerns regarding services and billing.
• Ensure insurance referrals are obtained from the referring/primary doctor.

Qualifications and Skills

• High school diploma or equivalent
• Knowledge of Modern Medicine EHR (preferred but not required)
• 2 years in a medical office setting preferred
• 2 years call center experience required
• Candidate must possess a strong attention to detail, have the ability to multi-task, and be service-oriented

As a member of the Southlake team you can expect:

• Generous Paid Time Off based on years of service
• Health & Welfare benefits starting the first of the month following your date of hire:
  • BCBS Medical
  • Dental
  • Vision
  • Company paid Life Insurance
  • Voluntary Life, Accident, Cancer, and Critical Illness coverage
  • Employee Assistance Program
• 401(k) plan after one year of employment
• Referral Bonus program
• Monday - Friday schedule for most roles

Please note: If you are viewing this position on an external job board (such as Indeed, LinkedIn, ZipRecruiter, etc.), unless specifically stated in the posting, the provided salary estimates may not be accurate as they are not provided by Southlake Orthopaedics. Our staff looks forward to speaking with you about your background, skills, and compensation requirements.

You must be able to pass a pre-employment background check and drug test for employment at Southlake Orthopaedics. Any job offer will be contingent on the results of such background check and drug test.