What are the responsibilities and job description for the Call Center Supervisor position at NH Eye Associates?
Education and Experience:
1. High school diploma or equivalent.
2. Experience in health care setting is required.
3. Experience in a call center setting is required.
4. 3-5 years’ experience in a supervisory role preferred.
5. Demonstrates skills in motivating and training professional staff.
Essential Skills and Abilities:
1. Exceptional customer service skills.
2. Ability to work with frequent interruptions and respond appropriately to unexpected situations.
3. Ability to interact with physicians and staff and participate as a team member with individuals inside and outside the department.
Patient Service Representative Responsibilities:
1. Handles all incoming calls. Including screening calls for the appropriate person and forwarding messages.
2. Monitors voicemails and return patient calls.
3. Monitors generic office email account.
4. Schedules for patient appointments:
- Screens calls for emergency appointments following triage protocol. Schedules as appropriate.
- Schedules routine eye visits and instruct patients to obtain referrals.
- Discuss balances or copayment responsibility at the time of scheduling.
- Confirm patient demographic and all insurance information.
- Accurately schedule various procedures (YAG/IPL, PRP, SLT) retinal consults, oculoplastic consults, visual field testing, contact lens updates and contact lens insertion teaching.
5. Support schedule management for providers time out of office.
6. Assist in insurance eligibility, processing patient letters, reminder calls as needed and cross train to cover front desk needs.
Supervisor’s Responsibilities:
1. Managing and overseeing the day to day activities of the call center patient service representatives (PSR’s). To include applicable coaching and disciplinary action.
2. Ensures adequate staffing. Accept daily sick calls and time off requests.
3. Participates in hiring and onboarding new staff.
4. Assists with maintaining and monitoring physician schedules. Including monitoring master template for all providers.
5. Updates insurance carriers in practice management system.
6. Updates and distributes on call schedule.
7. Oversees phone system to update on call extensions, holiday schedule and IVR maintenance.
8. Monitors the phone system and queues to ensure that service levels are met.
9. Responsible for reviewing timecards weekly.
10. Acts as a liaison with patients for escalation of issues establishing a strong working relationship and trust.
11. Responds to patient concerns and resolves conflicts by communicating with staff, physicians, insurers, billing office, etc. Keeps Practice Administrator informed and involves Practice Administrator in conflict resolution as necessary.
12. Performs functions of a patient service representative and provides supports.
Job Type: Full-time
Pay: From $52,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- Monday to Friday
Work Location: In person
Salary : $52,000