Position: Call Center Supervisor

Department: Front Office

Position Reports to: Clinic Office Manager

Status: Non-Union

Position Summary:

Under the supervision of the Clinic Office Manager, the Call Center supervisor oversees the daily operations of the clinic’s Call Center. Ensure the work performance of personnel is accurate and in compliance with the established guidelines and will be responsible for providing prompt and courteous telephone assistance to caller, answer screen and triage a high volume of incoming calls and will verify and update all demographic and insurance information in MHR system (EPIC). You will check appointment availability across all sites and schedule patients accordingly and assist with appointment cancellations, maintain and update weekly reports and provide guidance and training as necessary to call center representatives. You will participate in supervisory meetings and provide updates in real time to call center staff and will work closely with other managers to provide and foster good teamwork and develop good working relationships to collaborate in providing good customer service. Works closely with staff to maintain performance benchmarks within acceptable guidelines.

Adhere to Clinica Romero’s mission and core values: Compassion, Commitment to Service, Quality Care, Respect, and Dignity; and complies with all policies and procedures of the organization.

Responsibilities:

• Oversees and monitors the department’s daily operations.
• Trains new employees and conduct regular in-service training for current staff on how to provide accurate information to members and the community.
• Works to ensure compliance with all regulatory requirements Evaluates employee performance and works with Manager to counsel staff when there are performance problems or issues.
• Responds to non-routine and difficult situations when call center representatives need assistance.
• Runs analyze and submit a variety of statistical and activity reports to the Manager on a monthly basis.
• Provides coaching and support to the call center, including assisting in difficult situations or issues
• Participating in continuous quality improvement activities including live call and recorded call monitoring to ensure the accuracy of the information and the quality of customer service provided by call center representatives
• Resolve customer service issues by working with call center representatives to identify internal and external operational issues preventing the delivery of good customer service and submitting recommendations for resolution.
• Maintains schedules by coordinating work and vacation schedules for call center to ensure adequate coverage at all times; reviewing time cards and ensuring timely and appropriate completion/submission.
• Controls performance benchmarks and timelines by monitoring telephone call traffic and working with staff to maintain telephone abandonment rate and other departmental performance benchmarks within acceptable guidelines.
• Maintains product and company reputation and contributes to the team effort by conveying a professional image and accomplishing related tasks; participating on committees and in meetings.
• Answer all incoming calls to the clinic in a friendly, efficient, and empathetic manner.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Answer telephones with appropriate Clinic Romero greeting, in a courteous and timely manner, which includes introducing the clinic and yourself by name.
• Answer all calls no later than by the third
• Allow telephone caller to respond prior to being placed on
• Verify and update patient demographic information into EMR.
• Performs other duties as assigned or requested.

Qualifications/Requirements:

• High School Diploma or Bachelor’s degree preferred.
• Bilingual English & Spanish.
• Typing a minimum 35 WPM and proficient computer skills; including but not limited to Microsoft products and use of outlook
• Computer proficiency required
• Experience with EMR system. Epic preferred.
• Experience in a medical office setting
• Ability to communicate effectively, verbal and written; work without close supervision, detail oriented and well organized.
• Customer service skills: communication, empathy, patience, and technical knowledge
• Work in team-oriented environment, and work well under deadlines.
• Ability to handle multiple tasks and work in a busy environment including heavy telephone duty.
• Promote and provide the means for a working team relationship within Front Office and other
• Organized, flexible, thoroughness s, dependability and attention to
• Able to work and communicate effectively with people of diverse culture, education and economic backgrounds.
• Ability to move/lift up to 15 pounds
• Able to work evenings and weekends
• CA driver’s license and auto insurance
• Selected applicants are subject to, and must pass, a full background check