What are the responsibilities and job description for the Call Center Supervisor position at North Carolina Retina Associates?
Description
Job Summary
The call center manager supports the call center team by working directly with patients and physicians to provide customer service via telephone interactions. The call center manager provides oversight to the team that focuses mainly on gathering patient information and scheduling appointments. The call center manager may also take patient calls and provide additional support as needed.
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
Minimum Requirements
Preferred Requirements
Essential Job Functions
Additional Details
