Job Title:

Call Center Supervisor

Job Summary/Overview:

Primary responsibility is to oversee the day-to-day functions to create a culture of excellence for team members. Manage metrics, performance criteria, policies, and procedures to continuously improve the representative's productivity. Review quality assurance reports, customer survey responses, and error reports and provide coaching to representatives to ensure they are creating the expected customer experience. Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews promptly. Serve as an agent for meaningful changes and promote a healthy ecosystem for team members. A thought-provoking, effective communication and motivator is required. Must demonstrate knowledge and use of technology software and Microsoft products.

Minimal Qualifications:

• Minimum of a High School Diploma, Minimum of Degree from an accredited college is preferred.
•  Experience working in a clinical setting.
•  Knowledge of multi-line telephone system
•  Call Center experience required.
•  Bilingual Preferred
•  Knowledge of Electronic Practice Management (EPM) and Electronic Health Records (EHR) systems are preferred.
•  May require travel to support clinic coverage needs at all CCHC locations.

Responsibilities:

•  Hiring, training, and preparing Patient Service Representatives to respond to customer inquiries (scheduling appointments & follow-up) · Monitor inbound.
•  Conduct weekly team huddles to discuss key performance indicators, call center data trends, compliance updates, agency updates, and troubleshooting.
•  Ensuring PSR adheres to the agency’s standing practices, policies and procedures, the Department’s objectives, and the agency’s standard for performance, and policies.
•  Answering agent questions regarding best practices or difficult calls.
•  Identifying operational issues and suggesting possible improvements.
•  Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
•  Preparing reports and analyzing data to assist management as they determine call center goals.
•  Ensures Call Center coverage six days per week; thirty minutes before clinical hours and during operating hours including late nights and weekends. Responsible for filling coverage gaps.
• Daily monitoring of the dashboard for quality of performance to phone professionalism, timeliness, scheduling accuracy, and information dissemination.
•  Maintain updated workflow schematic and program list for accurate information dissemination by PSRs
•  The first point of Contact for Service Recovery
•  Schedule PSRs to participate in a minimum of three Learning Training Modules per year.
•  Meet weekly with Clinical Operations Managers to discuss provider schedule by specialty, provider updates, or other changes.
•  Compliance with the Clarus Provider on Call System
•  Serves as a superuser for the call center dashboard.
•  Develop corrective action plans to address the department’s discrepancies and orientate staff to workflow adjustments.
•  Daily review of call center dashboard and all center KPIs in collaboration with the Clinical Operations Manager
•  Managed department-specific office resources efficiently and cost-effectively. Performs inventory and supply orders.
•  Routinely meets with the Clinical Operations Manager to communicate day-to-day operations.
•  Responsible for achieving or exceeding the department’s monthly goals of less than 5% error rate for scheduling accuracy, call abandonment rate, hold time, and time out.
•  Ensures adherence with standing practice for initial customer service to all Call Center contacts, including but not limited to scheduling and confirming patient appointments for multiple locations, using an electronic telephone software system.
•  Collects information required for appointment scheduling, including, but not limited to pre-registration and verifications of all insurance and authorizations.
• Uses payer resources and websites to explore and assess patient eligibility.
• Ensure correct insurance information is collected at the time of scheduling.
•  Provide information about the Sliding Fee Scale Discount program (i.e., eligibility requirements; required documents; etc.) to uninsured patients.
•  Responsible for collecting income information for uninsured patients at the time of scheduling.
• Responsible for routing incoming calls and/or messages to the appropriate staff member(s)
• Screens and informs patients and clinical staff of CCHC’s policies and procedures regarding the method of payment sources for services rendered.
•  Participates in team huddles, meetings, or discussions/consultations to ensure appropriate coordination and communication of patient/client services.
•  Works in collaboration with the clinic team members (i.e., PARs; MAs; Nurses; etc.) to identify and resolve issues and/or other challenges.
•  Responds to requests for information and inquiries about patient access processes, policies, and/or other related information; researches and resolves customer concerns.
•  Performs other related duties as assigned