Lead Call Center Representative

Job Details: Job Location: Capital Park - Columbus, OH, Salary Range: $20.00 - $29.95Hourly, 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 Health’s 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 patient’s 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 Organization’s 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 position’s 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 person’s 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.