Call Center Representative Lead

Call Center offers a $3 shift differential after 5pm and on the weekends

POSITION DESCRIPTION:

In addition to the day to day tasks of a Call Center Representative, the Call Center Representative Lead will assist with end-of-month reporting; act as the point person for Call Center Representatives; assists with the master schedule for Call Center Representatives and assists with vacation coverage. Provides clerical support to the Call Center Manager related to charts, documents, spreadsheets and protocols.

ESSENTIAL JOB FUNCTIONS: The following job functions may not be the responsibility of all Call Center Representative Leads. Some Call Center Representative Leads will be assigned work that has more focused responsibilities, depending on assigned shift.

Performs Essential Job Functions from the Call Center Representative II job description at an advanced level.

Assumes additional duties (examples listed below):

1. Acts as the point person for Call Center Representatives.
2. Assists department leadership with end-of-month reporting.
3. Assists with the master schedule for Call Center Representatives and assists with vacation coverage.
4. Manages ongoing training of new and existing staff in conjunction with Supervisor, including initial schedules.
5. Provides clerical support to the Call Center Manager related to charts, documents, spreadsheets and protocols.
6. Monitors representatives’ calls for compliance to documented procedures. Gives feedback to supervisor.
7. Answers incoming calls, assesses the urgency of the call, appropriately triages and directs urgent calls according to established procedures to ensure optimal quality patient care; may schedule appointments for urgent problems and communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency.
8. Schedules patient appointments; obtains appropriate information, enters preliminary account data into computer.
9. Accurately and competently pages appropriate on-call providers.
10. Record messages for physicians and staff accurately, with complete information required; ensures that it is tasked appropriately through IHA EMR system. 
11. Assists patients with MyChart related questions. Keeps current on MyChart updates, changes and FAQ’s.
12. Accurately completes the call center tool. Uses the call log and on-call MD calendar accurately and appropriately.
13. Provides back-up to Call Center Representatives for referrals, nutrition, Pharm D and Lifestyle Med.
14. Reviews, monitors and performs follow up on all referral requests and authorizations for outpatient procedures and/or surgeries which may include contacting specialists, insurances, practices and patients.
15. Accurately documents notes into IHA systems concerning the status of referrals, authorizations or other patient information; Answers patient, insurance and office calls related to referrals and prior authorizations. 
16. Maintains familiarity with physician office and Business Services department basic services and hours of operation to respond to customer request accurately and promptly.
17. Ensures that any pending items received during the previous shift have been appropriately resolved.
18. Performs other duties as assigned.

ORGANIZATIONAL EXPECTATIONS:

1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of Trinity Health Medical Group.
2. Must be able to work effectively as a member of the Call Center team.
3. Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
4. Successfully completes all relevant organizational training and adheres to Trinity Health Medical Group standard of care as outlined in the Trinity Health Code of Conduct.
5. Maintains knowledge of and complies with Trinity Health Medical Group standards, policies and procedures.
6. Maintains general knowledge of Trinity Health Medical Group  office services and in the use of all relevant office equipment, computer and manual systems.
7. Maintains strict confidentiality in compliance with Trinity Health Medical Group  and HIPAA guidelines.
8. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities.  Embraces new ideas and respects cultural differences.
9. Uses resources efficiently.
10. If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION:  High school diploma or equivalent.

CREDENTIALS/LICENSURE:   None

MINIMUM EXPERIENCE:   At least 3 years’ previous experience in a combination of patient services, medical reception, call/customer service center (medical environment) or other relevant business environment. Two years’ Trinity/IHA experience.

POSITION REQUIREMENTS (ABILITIES & SKILLS):

1. Knowledge of Call Center processes and procedures related to position responsibilities.
2. Sufficient knowledge of mathematics.
3. Sufficient knowledge of medical terminology, billing, insurance, referrals and authorizations to perform responsibilities. 
4. Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, EMR, Internal Phone System, Microsoft Word and Excel, intranet and computer navigation.  Ability to use other software as required while performing the essential functions of the job.
5. Excellent communication skills in both written and verbal forms, including proper phone etiquette.
6. Ability to speak before groups of people, either in-person or virtually.
7. Ability to manage ongoing training of new and existing staff.
8. Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
9. Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, patients, family members, insurance carriers, and vendors.
10. Ability to cross-train in other areas of the department in order to achieve smooth flow of all operations.
11. Ability to work a flexible schedule during assigned shift and cover absences in other shifts as needed.
12. Good organizational and time management skills to effectively juggle multiple priorities and time constraints.
13. Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving or escalating difficult or complex issues to appropriate areas as needed.
14. Ability to handle patient and organizational information in a confidential manner.
15. Successful completion of IHA competency-based program within introductory and training period.

MINIMUM PHYSICAL EXPECTATIONS:

1. Physical activity that often requires keyboarding, filing and phone work.
2. Physical activity that often requires extensive time working on a computer.
3. Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.       
4. Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.
5. Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus. 
6. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
7. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

MINIMUM ENVIRONMENTAL EXPECTATIONS:

This job operates in a typical office environment which involves frequent interruptions and significant interaction with people which can be stressful at times.