About this role
Essential Job Responsibilities
- Oversees the daily operations of a high-volume call center, ensuring timely and effective handling of inbound patient calls and inquiries.
- Provides leadership, coaching, and support to Call Center Agents, ensuring adherence to customer service standards, scheduling protocols, and organizational policies.
- Monitors patient triage processes to ensure patients are accurately scheduled with the appropriate physician or provider based on their needs.
- Ensures patient and caregiver inquiries are resolved promptly and professionally while maintaining a positive patient experience.
- Oversees the timely routing and escalation of patient requests to clinical staff and other departments as appropriate.
- Maintains accountability for accurate documentation and data entry within the electronic health record (EHR) system, ensuring compliance with organizational and regulatory standards.
- Serves as the primary escalation point for complex patient concerns, service recovery situations, and operational issues that require management intervention.
- Ensures team members remain informed of physician schedules, clinic updates, workflow changes, and business office procedures.
- Monitors call quality, productivity, service levels, and key performance indicators (KPIs), implementing corrective actions and process improvements as needed.
- Conducts employee training, performance evaluations, coaching sessions, and ongoing professional development activities.
- Collaborates with clinical and administrative leadership to optimize workflows, improve patient access, and support organizational goals.
- Assists with staffing, scheduling, workforce management, and coverage planning to maintain efficient call center operations.
- Develops and implements best practices to enhance operational efficiency, patient satisfaction, and team performance.
- Performs other duties and special projects as assigned.