What are the responsibilities and job description for the Call Center Manager position at Cullman Regional Medical Center Inc?
Job Summary:
- Independently create and schedule appointments within the electronic medical record.
- Gather patient-specific demographic and provider information; properly advise patients regarding the need for copayments, referral authorizations, and/or pre-service deposits.
- Respond to and interact with a variety of individuals including patients, customers, referring physicians, Allied Health staff and family members.
- Provide exceptional service; navigate multiple systems simultaneously and communicate with patients and healthcare professionals.
- Work with several complex scheduling workflows, while managing telephone calls, online requests, and/or fax requests.
- Manage Call Center operations and provide direction for team members.
- Work with HR and leadership to recruit, hire, and terminate personnel as appropriate.
- Prepare daily and monthly reports, review and analyze data, and present information to leadership.
- Meet established budget/benchmarks for expenses and volumes, etc.
- Maintain current knowledge on laws and regulations governing clinic business.
- Address and resolve escalated patient and customer/practice concerns.
- Monitor and adjust queues, workflows, and agent assignments to help improve the patient experience.
- Demonstrate and encourage team behavior and exceptional patient/guest experiences.
- Uphold and promote patient safety and quality.
Education:
High school diploma or equivalent required. BA/BS in management, communications, or a clinical related field preferred.
Experience:
Customer service experience in call center, physician's office, retail/service industry or associate's degree preferred.
Additional Skills/Abilities:
Excellent customer service skills required. Strong typing/computer skills required. Basic understanding of insurance terminology required.
