What are the responsibilities and job description for the Call Center Manager (9423) position at Cullman Regional Medical Center?
Job Details
Description
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.
Qualifications
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.
