Service Center Team Lead

GENERAL JOB DESCRIPTION :

Assist with monitoring of proper phone coverage to ensure department metrics are met. Remain available to support agents with scheduling questions or concerns that arise. Take incoming phone calls during peak times or when there are calls in the queue. Assist with training and performance improvement of Service Center and Referral Coordinator staff.

ESSENTIAL FUNCTIONS :

Act as front line assistance for scheduling questions from staff.

Maintain and promote a positive morale in the department through agent engagement.

Help perform QA on recorded phone calls with agents on a routine basis and develop performance improvement plans with agent.

Maintains team confidence and protects operations by keeping information confidential.

Understand and abide by HIPAA patient confidentiality laws and regulations.

Create and maintain policies and procedures for the department.

Note any discrepancy in chart information and report to Supervisor (ex. Duplicate chart numbers / misfiles).

Assist in monitoring the department wallboard to ensure all calls are being addressed per department standards.

Assist in compiling and analyzing call metrics to generate on-going individual reports per agent.

Identify opportunities for workflow improvements and training initiatives.

Assist with agent performance evaluations.

Work closely with Leads and Managers from other departments to ensure delivery of exceptional patient care and completion of company goals.

Troubleshoot and research issues that arise to identify problems and develop recommendations for resolution.

Assist with generation of agenda for department meetings and take minutes.

Assist with oversight of both company and regulatory compliance of the agents.

Schedule appointments for patients with attention to all insurance rules and limitations per physician preferences.

Record all new patient demographics and update existing accounts in Athena.

Understand and monitor Radix for accuracy and functionality.

Reschedule patient appointments as directed by Service Center Manager.

Confirm Appointments as needed.

All other duties as assigned.

QUALIFICATIONS

Education : High School Diploma

Experience :

Previous experience in a medical office call center setting for at least one year.

Proficient computer skills - Outlook, general Microsoft Office functionality, copy & paste function, ability to move in and out of applications with ease

Licensure : Special Skills :

Knowledge of medical and insurance terminology

Attention to detail

Ability to effectively communicate both orally and written

Ability to work in a fast paced environment

Physical Demands :

Must have adequate visual acuity to read, the ability to interpret and understand written material.

Must have full range of body motion including manual and finger dexterity and eye-hand coordination.

Environmental Working Conditions :

Continuously handle multiple tasks simultaneously and work as a part of a team

No conditions of chemicals / fumes / odors and dust / messiness