Call Center Coordinator / Supervisor

Call Center Coordinator

Due to growth, Southwoods Health is hiring a Call Center Coordinator. Will assist with supervising the daily Call Center activities to include Phone Management, Scheduling, Pre-Service, and Pre-Registration in accordance with facility policies, procedures, philosophy, and objectives.

Essential Duties:

• Coordinates the daily ambulatory office, outpatient scheduling activities in accordance with facility policies, procedures, philosophy, and objectives.
• Plan, review and supervise all ambulatory pre-access scheduling activities and personnel.
• Responsible for monitoring and maintaining quality assurance of all scheduled events in addition to ensuring quality demographic and insurance information is collected.
• Responsible for monitoring Cisco Contact Center phone queues and reporting on volumes and abandonment rates, to include all relevant call metrics as requested
• Troubleshoot all phone related issues and work with IT to ensure that department phones are running as expected
• Monitor and flex staff between different phone queues to ensure coverage at all times
• Complete and monitor staffing schedules and ensure proper coverage when there are call-offs.
• Required to staff phone queues and act as a backup for staff, scheduling patients as appropriate during staffing deficiencies
• Complete performance appraisals on time based on policy
• Approve payroll, including overtime and requests for paid time off.
• Responsible for training and development of staff and adherence to metrics.
• Orientation and training of new and current team members, to include development of training materials and resource guides to increase efficiency
• Monitors and maintains quality assurance of all scheduling and pre-registrations under the responsibility of this role for correct demographics, insurance information to ensure timely and accurate billing and payment of claims.
• Ensure all appointments are scheduled according to resource availability and patient needs
• Ensure procedure for notification of changes in the schedule are followed.
• Monitor and coordinate phone center duties including task messaging to clinical team, voicemail inbox upkeep and to ensure customer service initiatives are met.
• Ensure accurate pre-registrations are completed including full insurance verification and demographics update.
• Develop and maintain relationships with Southwoods physician offices
• Complete Workflow assessments when new practices onboard to ensure proper transition
• Attend any relevant meetings regarding Call Center operations as needed
• Participate in Meditech EMR Update testing for all relevant areas of responsibility
• Maintain a positive working environment & collaborate with neighboring departments to ensure achievement of goals
• Communicate effectively upward to the next level of management for issues or ideas for process improvements
• Promote a favorable image of the facility to physicians, patients, insurance companies, and the general public.
• Ensure policies and procedures are carried out as directed by the management team
• Perform miscellaneous duties as needed and/or assigned by Patient Access Supervisor
  
  
  

Qualifications:

• High school diploma or GED certificate
• Training or courses in business office activities, computer skills, and medical terminology
• Prior Call Center & healthcare Revenue Cycle experience
• Certified Revenue Cycle Representative (CRCR) preferred
• Effective communication skills, ability to problem solve, and great attention to detail
• Maintain professional demeanor at all times, strong ethical and moral principles
  
  
  

Full-time. Monday-Friday dayshift. No evenings or weekends.

At Southwoods, it's not just about the treatment, but how you're treated. #SWH

www.southwoodshealth.com