What are the responsibilities and job description for the OAM Call Center Lead position at UKH University of Kansas Hospital Authority?
Position Title OAM Call Center Lead Southlake Campus Position Summary / Career Interest: The OAM (Office of Access Management) Call Center Lead monitors incoming call volume throughout the day and assigns staff accordingly to various scheduling duties. They assist the supervisor with measuring OAM staff productivity, adherence to quality assurance measures and providing coaching to staff as needed. The OAM Call Center Lead is involved in the hiring and training of new staff. The OAM Call Center Lead also functions as an OAM scheduling Associate: assisting patients with scheduling appointments and insurance registration with The University of Kansas Health System's outpatient clinics. The OAM Call Center Lead is an example to their team for providing the highest level of customer service. The OAM Call Center Lead works out of the OAM Call Center location and may have the opportunity to work remotely at home after demonstrating consistent competency with job duties. Responsibilities and Essential Job Functions Delivers expert knowledge regarding clinic-specific processes. Acts as subject matter expert on assigned clinics Monitors daily call volume to assign staff based on fluctuations. Trains new employees on department, POD, and clinic-specific operational protocols and workflows using approved materials and approaches. Uses training delivery methods per the curriculum plan including classroom content, on-the-job, and interactive hands- on exercises Evaluates trainee progress using provided assessment tools Provides feedback to the Assistant manager and Training & QA Manager on trainee’s progress Handles calls as needed to ensure department meets service level goals Supports daily activities of staff in pod and is available to answer staff questions as needed Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department. These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required. Required Education and Experience High School Graduate 3 or more years of progressively responsible and directly related healthcare access work experience. Preferred Education and Experience Associates Degree in health care related field from an accredited college or university Knowledge Requirements Proficiency of Level III, plus: Strong written and verbal communication skills, customer service, interpersonal skills and cross- cultural competency. Advanced knowledge in EPIC Time Type: Full time Job Requisition ID: R-38711 We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information. Need help finding the right job? We can recommend jobs specifically for you! Create a custom Job Alert by selecting criteria that suit your career interests. Notice: If you are a Current Employee or Contract Worker, please log into Workday to search for and apply to jobs using the Career application or by searching "Find Jobs". Your application, if submitted using this portal, cannot be moved forward. About The University of Kansas Health System As part of the region’s premier academic medical center, The University of Kansas Health System in Kansas City is a world-class healthcare provider and destination for complex care and diagnosis. We are driven by our commitment to service, continuous improvement and to the highest degree of excellence. Collaboration between physicians, nurses, researchers, educators and other professionals who share their expertise leads to exciting discoveries and life-changing treatments for the people we serve.
