Call Center Supervisor

Southwoods Health is hiring Call Center Supervisor, will work in the Southwoods Executive Centre in Boardman, Ohio. Assists 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 scheduling activities in accordance with facility policies, procedures, philosophy, and objectives.
• Responsible for monitoring and maintaining quality assurance of all scheduled events in addition to ensuring quality demographic and insurance information is collected.
• Plan, review and supervise all ambulatory pre-access and scheduling activities and personnel.
• 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.
• Monitors and maintains quality assurance of all scheduling and pre-registrations under the responsibility of this role for correct demographics, insurance information, to include necessary authorizations to ensure timely and accurate billing and payment of claims.
• Ensure all appointments are scheduled according to resource availability and patient needs and all appropriate documents are signed prior to the procedure date.
• Ensure procedure for notification of changes in the schedule are followed.
• Attend and/or host any relevant meetings regarding Call Center operations as needed
• Monitor and coordinate phone center duties including task messaging to clinical team, voicemail inbox upkeep and customer service initiatives are met.
• Ensure accurate pre-registrations are completed including full insurance verification and demographics update.
• Develop and maintain relationships with referring physician offices
• Ensure policies and procedures are carried out as directed by the management team
• 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.
  
  
  

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