What are the responsibilities and job description for the Patient Appointment Services Call Center Leader position at Posterity Group LLC?
Job Description
Job Description
Description :
Posterity Group LLC is a veteran owned, service-disabled small business, headquartered in Rockville, MD, that specializes in federal government contracting and staffing. We are tasked with staffing the Wright Patterson Air Force Base with a Patient Appointment Services Call Center Leader.
Overview :
Lead a team of 7 – 10 clerks to provide appointing services to the 88th Medical Group at Wright Patterson AFB. Individual will be required to report monthly contractual metrics and is responsible for providing training and troubleshooting risks and concerns with call center performance metrics. Individual should be able to be affluent in understanding military customs and courtesies.
- Manage Call Center of 7 – 10 staff members (full and part-time);
- Review weekly and monthly reports of call center performance metrics, ensuring contract Acceptable Quality Levels (AQL) are met;
- Review individual clerk performance, addressing call center customer service skill challenges with training and 1 : 1 shadowing to maintain performance metrics and appointing protocols;
- Provide on the spot corrective training as well growth training for the team ;
- Communication with Clinic Group Practice Managers (GPMs) and Clinical staff :
- Schedule concerns; - Protocol changes or issues; - Customer feedback.
- Provide Monthly report of metrics and call volume to company and Hospital Executive Staff;
- Maintain the phone tree recordings and paths – work directly with a third-party vendor to ensure system is operational;
- Maintain and enter updates to booking protocols for the hospital;
- Quarterly and Annual Feedback sessions for employees;
- Plan and coordinate monthly training day sessions;
- Onboard new hires;
- Submit IT trouble tickets for team when system issues occur;
- Ensure required clinic and security training are completed;
- Monitoring and approving timecards, scheduling employees;
- Upon notification of employee required training and vaccinations, ensure employee meets their employment obligations.
- Attending meetings requested by the government to provide call center perspective and receive feedback and change requests from the hospital;
- Act as the primary point of contact between the 88th Medical Group and Posterity HQ.
Requirements :
