Call Center Team Lead

JOB DESCRIPTION

-The Stanford Health Care (SHC) Enterprise Contact Center (ECC) Access Operations Contact Center (AOCC) handles a high-volume of inbound calls, outbound calls, faxes and other communication with patients, providers, clinic staff, and others needing to access health care services at one or multiple SHC departments/clinics. The Access Operations Contact Center staff within the ECC is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquiries.

-Handles calls as needed to ensure pod meets service level goal

-Supports daily activities of staff in pod and is available to answer staff questions as needed

-Provides detailed instructions to staff on standard workflows and how to handle exceptions to documented processes

-Handles escalated calls such as irate or upset patients and callers requesting to speak to a supervisor/manager

-Investigates scheduling defects and/or patient complaints. Identifies root cause. Provides findings and recommendation to Assistant Manager and log scheduling defects

-Researches and recommends knowledgebase revisions and additions

-Escalates operational issues as needed to management and recommends solutions

-Demonstrates best practices by being a role model

-Validates resource management, communicates and delegate scheduling/rescheduling/cancelation needs

-Ensures equipment (wallboards, copy machine, phones, workstation) are functioning and/or escalation to resolve issue

-Handles daily reports such as agent productivity, Midday WQ volume and Call Metrics

-Assists with training employees on department standard work

-Supports management with projects and process improvements

-Assists with developing workflows

-Meets all regulatory and compliance standards

-Delivers high-level of customer service

-Follows documented protocols and guidelines

-Meets and exceeds departmental quality assurance standards

-Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services

-Uses functionality of the telephone system as required

-Training Coordinator focus additional duties:

-Perform new hire training on department specific workflows and competencies

-Perform refresher training as recommended and in partnership by ACM, Manager, Core Training, or QA

-Develop department specific curriculum, learning assessments, and materials to support both new hire and refresher training

-Maintain staff proficiency list for all department staff including sign off of competency and training attendance

-Optimize, update and maintain knowledge base tools for department specific workflows, guidelines, and content (includes identification of improvements or projects)

-Actively participate in the community of operations Trainers within ECC to continue learning, alignment of content or workflows, and joint training efforts across departments

-Conduct at a high proficiency, one on one and group learnings both at the department level and cross functional

-Maintain a high QA and continue to model ideal agent behavior

-Participate in projects and provide training expertise, curriculum development, workflow or guideline specifics, and overall successful implementation for assigned training activities

-Other departmental duties as assigned

Required Knowledge, Skills and Abilities

-Skilled in effective communications, customer service, problem solving, and managing multiple priorities.

-Demonstrated knowledge and understanding of insurance eligibility, benefits, contract language, and medical terminology.

-Ability to demonstrate supervisory OR training/knowledge base skills

-Demonstrates knowledge of registration policies, FSC determinations and contract information.

-Accurately utilizes EPIC insurance dictionaries to assign FSC.

-Demonstrates acceptance of patient and family regardless of race, gender, disease process, life-style, sexual orientation, religious or cultural beliefs.

-Ability to utilize appropriate manual and electronic systems

-Navigate complex software tools and accurately input data

-Effectively document caller notes into the medical record

-Ability to adjust communication to fit the needs and level of understanding of the receiver

-Ability to apply business logic to resolve patient/customer issues while managing multiple priorities

Job Types: Full-time, Contract

Salary: $30.00 - $40.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person