What are the responsibilities and job description for the Call Center Supervisor position at CULLMAN REGIONAL?
Job Details
Job Location: Cullman Regional Medical Center - Cullman, AL
Position Type: Full Time
Salary Range: Undisclosed
Job Shift: Day
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.
