CALL CENTER SUPERVISOR

Description

STATEMENT OF PURPOSE:

To provide services to patients, assist clinic staff with patient care by receiving telephone calls, scheduling appointments for patients, routing calls to appropriate staff members or department, take messages when necessary, and schedule electronic appointment request. As a trainer; provide training, resources and on-going auditing to all Call Center Operators. Work is performed under the general supervision and direction of the Call Center Operations Manager.

ESSENTIAL FUNCTIONS:

• Answer telephone calls for all Family Practice, Pediatrics and OB/GYN offices in a timely and professional manner
• Schedules appointments for all Family Practice, Pediatrics and OB/GYN offices to meet patient and provider requirements, in a friendly and professional manner
• Routing calls to the appropriate department or staff member when necessary
• Determine urgency of the call, and transfer to the Clinical Triage Nurse when appropriate
• Assist staff by recording messages for providers/medical staff and routing the messages to the appropriate provider work list
• Receives refill request and routes them to the appropriate clinic department
• Verify/Update patient information (address, telephone number) and document insurance changes for Front Desk to modify or verify in advance
• Ensure compliance with all HIPAA requirements. Maintain patient confidence, and protect clinic operations by keeping confidential, and following release of information protocol
• Use 2 person identifier to minimize errors and to assure confidentiality (verify caller is on PHI, POA or a legal parent/guardian on file)
• Verify proper documentation and reports are on file prior to scheduling appointment (i.e. pre-op clearance paperwork)
• Provide patient with information regarding cost for consultations for self-pay patients (approximation of cost based on the Pricing Cheat Sheet)
• Provide callers general driving directions, or answer general questions regarding our clinic, all while protecting clinic operations by keeping information confidential
• Receives telephone-encounters from Providers to call and schedule patients, as well telephone-encounters from patients requesting appointments
• Assist with the call overflow of other scheduling departments
• Create electronic patient charts for new patients as needed or requested
• Advise uninsured patients of our sliding-fee program, and transfer to Outreach to schedule an appointment
• Assist patients with registering to the Patient Portal/Healow App (setting/resetting passwords, unlocking accounts, providing user information, and provide instructions)
• Identify training issues and coordinate training literature and program
• Assist the Call Center Operations Manager in conducting daily huddles, by gathering information, and provider resources/material as needed
• Conduct random audits during the designated training period of daily work to ensure accuracy of data
• Listen into calls/recordings to assure professionalism, quality, and great customer service is being provided to the caller by the operator. Also, to ensure all HIPAA, and scheduling guidelines are being followed
• Aid Operator when on a complex call, and/or take over calls that are exceeding the average call time to allow proper workflow
• Walk the floor to ensure Operators are performing duties completely and accurately and answer questions as needed
• Block Provider schedules on day offs, or when necessary
• Create calendars for the month, assign work schedules, and run daily reports in a timely manner
• During staff shortages and/or busy times, provide coverage for Call Center Operators
• Assists the Call Center Operations Manager (i.e., hiring, disciplining, addressing problems, and recommendation for termination, if warranted, etc.)

Qualifications

EDUCATION AND EXPERIENCE:

• High school diploma or equivalency
• Experience answering a multi-line telephone system