Lead Call Center Representative

Summary: This position supports the Organization in the following manner:
The Call Center Representative Lead will be responsible for Call Center Representatives making sure that they adhere responsibly and professionally when responding to telephone inquiries from callers and ensuring patient satisfaction by providing quality service, identifying patient needs and assisting them with issues/concerns related to health care issues. Will monitor staff attendance, oversee queue productivity, prepare daily scheduling reports, task assignment, maintain attention to detail and Facilitate communication. Also, stepping in as needed logging into the queue and addressing call promptly.

Reports to: Site Manager

Supervises: Call Center Staff

Dress Requirement: scrubs or business casual in accordance to Heart of Ohio Family Healths dress code policy

Work Schedule:
Monday through Friday during standard business hours
Times are subject to change due to business necessity

Non-Exempt

Job Duties: these are considered essential to the successful performance of this position:
Manages complex or escalated issues as they arise in the scheduling department.
Maintains a consistent focus on the patient experience including immediately addressing customer service issues and enhancing department work flow to improve the overall patient experience.
Develop and maintain a reporting format to monitor productivity and other key performance indicators of the scheduling department.
Facilitates monthly staff meetings.
Attends required meetings and participates in team activities and professional development activities.
Uses physician protocols, insurance participation information, and patient preference to determine the most appropriate approach to schedule patients
Review and approve time off request
Monitor the absent request
Conduct training for new hire
Developing and Coaching Centralized Scheduler
Minimize the creation of duplicate charts when creating new patients charts
Investigate incident reports
Conduct monthly audits of call center staff to ensure call quality
Monitor No Shows and analyze no show
Complete No show notification to patients
Develop a report of patients requiring further action
Answers incoming phone calls on a timely basis
Accurately schedules patients appointment
Responsible for ensuring the correct and thorough collection of patient information
Effectively communicates information to patients regarding appointment, documentation to bring, co-payments, etc.
Timely calls patients to relay pertinent information regarding appointments
Adhere to all of the Organizations policies and procedures
Adheres to all Federal, State, and local laws and regulations
Other duties as assigned (non-essential)

Equipment Operated:
Telephone
Computer
Printer
Fax machine
Copier
Other office equipment as assigned

Facility Environment:
Heart of Ohio Family Health operates in multiple locations, in Columbus, OH area. All facilities have a medical office environment with front-desk reception area, separate patient examination rooms, nursing stations, pharmacy stock room, business offices, hallways and private toilet facilities. All facilities are ADA compliant.

This positions primary work area is Registration or business offices.
This work area is:
o kept at a normal working temperature
o sanitized daily
o maintains standard office environment furniture with adjustable chairs
o maintains standard office equipment; i.e., computer, copier, fax machine, etc. at a normal working height

Physical Demands and Requirements: these may be modified to accurately perform the essential functions of the position:
o Mobility = ability to easily move without assistance
o Bending = occasional bending from the waist and knees
o Reaching = occasional reaching no higher than normal arm stretch
o Lifting/Carry = ability to lift and carry a normal stack of documents and/or files
o Pushing/Pulling = ability to push or pull a normal office environment
o Dexterity = ability to handle and/or grasp, use a keyboard, calculator, and other office equipment accurately and quickly
o Hearing = ability to accurately hear and react to the normal tone of a persons voice
o Visual = ability to safely and accurately see and react to factors and objects in a normal setting
o Speaking = ability to pronounce words clearly to be understood by another individual

Qualifications

Job Qualifications (Experience, Knowledge, Skills and Abilities)

- Preferred college degree

- Minimum 2 -3 years experience in customer service, preferably in the medical field

- Preferred experience with EPIC software

- Demonstrates excellent interpersonal skills with people of all social levels and cultures and the ability to manage patients and families with discretion under conditions of stress

- Demonstrates a sense of maturity that enables a positive and effective handling of any operational situation

- Quickly make accurate decisions that result in a positive outcome

- Possess a strong work initiative while handling multiple tasks

- Ability to communicate (orally and in writing) in a professional manner

- Prefer bi-lingual, Spanish or Somali

- Ability to work in conjunction with other employees and business associates

- Ability to maintain an established work schedule to ensure dependability, accuracy of work quality, and a harmonious, consistent work environment

- This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

- Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.