What are the responsibilities and job description for the Call Center Supervisor (9422) 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.
- Assist the Call Center Coordinator with group operations and provide direction for team members.
- Works with the Call Center Coordinator to make recommendations on workflows.
- Provides training and ongoing support to Call Center team.
- Available for first level escalation for agent questions as well as patient / customer / practice concerns.
- Assist with initial interviews for new agents.
- Works with the Call Center Coordinator to score calls and use those recordings as coaching tools.
- 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.
