Job Summary
To provide on-site supervision for newly created centralized Call Center for Skagit Regional Clinics. Manage day to day operations, training, orientation and in-service, monitoring and reporting, and staff scheduling.
Essential Functions
Implement, train and monitor key processes. Consistently apply standards that reliably provide for improved access to healthcare and a positive patient experience. Provide coaching, constructive and timely feedback on areas of performance improvement. Assure effective training and orientation for Call Center staff to ensure professionalism, efficiency and accuracy in scheduling and tasking functions. Monitor established key performance indicators to assure effectiveness and compliance with customer service and productivity expectations. Create monthly schedules, manage vacation and sick leave requests, monitoring the schedule and adjusting as necessary to meet volume demands and support the work flow. Assure accuracy in electronic time-keeping system. Plans, directs, supervises and evaluates workflow. Coordinates work activities to achieve the volume expected to meet operational requirements.
Education
High school graduate or equivalent required. Advanced education preferred.
Experience/Training
Minimum two (2) years experience in a Healthcare setting to include registration, scheduling, insurance and training. Five (5) plus years preferred. Previous supervisory experience preferred. Experience in Patient Registration, Medical Appointment Scheduling, Health Insurance , and Training concepts preferred.
License/Certifications
Other Skills
Excellent written, verbal and interpersonal communication skills, and customer service skills. Must possess strong organization skills, with the ability to work independently while coordinating multiple competing priorities in an atmosphere of continuous interruptions. Must have the ability to handle conflict in a professional manner and maintain a professional attitude at all times, serving as a positive role model for the team. Must be proficient in Microsoft Office products. Bilingual preferred.
Physical Demands and Work Environment
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. While performing the duties of this job, the employee is regularly required to sit for long periods of time; when working in office. Repetitive tasks such as typing, sitting, answering phones, and interacting with computers and computer systems most of the day is a function of the position. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to focus. This position requires working in an indoor, environmentally controlled environment when in the office.