What are the responsibilities and job description for the Call Center Supervisor (Medical Office) position at NORTH CAROLINA RETINA ASSOCIATES?
Duties And Responsibilities
- Provide oversight to call center staff.
- Responsible for handling calls that are escalated by call center staff.
- Responsible for leading call center operations and working with call center staff, administrative, and clinical staff to continuously improve call center operations.
- Ensures that calls are handled in accordance with organizational procedures.
- Ensures scheduling is conducted in a manner consistent with organizational procedures.
- Ensure patient information is accurate including billing information.
- Responsible for monitoring calls.
- Responsible for directly answering calls during high volume times.
- Send patient and referring providers information as needed.
- Obtain external medical reports and maintain patient records as required by medical professionals.
- Additional duties as assigned.
- High School Diploma or Equivalent, or related experience.
- Prior healthcare call center experience.
- Prior supervisory experience.
- Strong interpersonal customer service skills, including effective listening, clear verbal and written communication, problem solving skills.
- Ability to master multiple software systems to input and retrieve data.
- Ability to master ophthalmology and retina terminology.
- Previous experience in a medical practice.
- Prior leadership experience in a medical call center.
- Bilingual – Spanish.
- Ability to communicate effectively in writing and verbally via telephone.
- Frequent use of computer terminal to read and write.
- Frequent bending, reaching, sitting, repetitive hand movements, and lifting up to 10lbs.
- Monday – Friday schedule (8am - 5pm).
- Salary pay (FLSA exempt, ineligible for overtime).
