• Patient Service Center Supervisor

    Location US-CA-Santa Ana
    Job ID
    2018-7010
    Category
    Customer Service
  • Overview

    The Patient Service Center Supervisor will be responsible for supervising call center staff to ensure consistency with appointment scheduling and call routing throughout the department. This position is also responsible for ensuring efficiency in the call center as well as monitoring performance. The position in addition to supervising will also be assisting the call center staff with all of their duties and responsibilities. This position will work closely with the Manager of Front Office Functions and Clinic Administrators with the overall tasks and to ensure standardization.

    Responsibilities

    1. Completes subordinates performance evaluations in a timely manner.
    2. Fully knowledgeable in AltaMed’s electronic practice management system.
    3. Fully knowledgeable and trained in all of AltaMed’s Health Service programs and services.
    4. Hire, train and effectively manage/supervise Call Center staff.
    5. Attend Front Office Manager meetings on a monthly basis as well as participate in other meetings as required.
    6. Oversee Patient Service Center staff functions on a daily basis to ensure quality and accuracy of work.
    7. Troubleshoot and solve concerns/issues that arise as well as provide structural support.
    8. Collaborate with clinic and site administrators in establishing effective communication model.
    9. Prepare analytical reports in regards to Call Center operations on a monthly basis and as requested by members of management.
    10. Provides direct reports with clear and measurable objectives, including quality assurance of phone calls.
    11. Develops and monitors productivity and ensures high level of customer service standards for staff, ensuring on-going training is provided.
    12. Regularly monitors and reviews progress of direct reports to ensure that the department goals and objectives are being met and staff is being held accountable for performance.
    13. Assist with the scheduling of medical and/or dental appointments
    14. Relay patient questions, requests and other calls to the appropriate person/department.
    15. Other duties as assigned.

    Qualifications

    1. High-School Diploma
    2. Two or more years of experience in working in a call center, with at least one in a supervisory position.

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