Job Description

Job Description

Job Description

Description:

Call Center Manager:

This position is responsible for managing a team of appointment schedulers and operators and assuring that they provide timely and best-in-class customer service and patient access. This leader will develop appropriate reports and establish KPI’s for the organization and individual agents. They will assist with escalated calls, implement any procedural changes, provide coaching and counseling to increase staff knowledge. The leader will be directly responsible for creating a positive learning environment that delivers quality customer service. The role requires exceptional customer service and influential leadership skills. Proven call center supervisory experience along with planning and workforce implementation of new processes is a must for this position. This leader functions as a member of the collaborative operations team, interacting with directors, IT leaders, managers, and other supervisors. The leader’s analytical skills will aid them in their ability to break problems into parts to see relationships or interdependencies, making projections for the timely management of staff and call volume.

Education:

• Bachelor's degree (Preferred but not required)
• Minimum three- Five (3-5) years of experience in a leadership position in call center, or (4) years in a related.

QUALIFICATIONS AND EXPERIENCE:

• Knowledgeable in orthopedic terminology, basic clinical functions, administrative practices, operational systems and procedures in medical setting preferred. Understanding of Medical terminology and knowledge of Medicare, Managed care and commercial insurances products and plans preferred.
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to sort and file materials correctly by alphabetic and numeric systems. Knowledge of medical terminology preferred basic knowledge of insurance plans a plus.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• To perform this job successfully, an individual should be able to operate a computer and have knowledge of Electronic Medical Records (EMR) systems, preferably Athenahealth.
• Demonstrated effective interpersonal skills, including verbal and nonverbal communication, the ability to handle conflict, teamwork, empathy, listening, and a positive attitude.
• Effective presentation skills.
• Ability to prioritize multiple duties in a fast-paced environment

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