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SalaryBy joining our team, you’ll be part of our life-changing Mission and Vision. You’ll work in a truly inclusive environment where diversity and equity are championed through words and actions. You’ll contribute to an innovative culture that is second to none, one that embraces curiosity, discovery and compassion. You’ll play a role in something that’s never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes — as we Advance Human Ability, together.
Job Description Summary
SRALAB is seeking a dynamic, professional outpatient services Call Center Team Lead to work in the SRALAB Outpatient Call Center. The Call Center is as the first point of contact for patients scheduling outpatient therapy and physician appointments throughout the SRALAB system of care. The Outpatient Services Call Center is responsible for the management of the pre-registration data and appointment scheduling within the Cerner system for all outpatient orders. In addition, the Call Center is responsible for triaging non-scheduling calls that come through the Center and handling the calls per the documented process.The Call Center Team Lead reports to the SRALAB Call Center Director and will adhere to all performance expectations set forth by the Call Center Director. While the Call Center representatives will not report to the Team Lead, the Team Lead role will be critical to ensuring the quality and overall performance of the Center. This will include: observation of rep activities, evaluation of rep calls (both scheduling and telecom), delivery of coaching/training, investigation of customer complaints and issues, and process development and project rollout support. Additionally, the Team Lead will perform Call Center Rep activities, as needed, to ensure the Call Center meets key performance indicators. This position will require critical assessment of current practices and tools to identify improvement opportunities. .
The Call Center Team Lead consistently demonstrates support of the SRALAB statement of Mission and Philosophy by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.
The Call Center Team Lead demonstrates SRALAB Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and SRALAB Values (Hope, Compassion, Discovery, Collaboration, & Commitment to Excellence) while fulfilling job duties.
Job Description
Principal Responsibilities
Call Center Supervision
Call Center Supervision
1. Monitors intraday rep operations and recommends actions to ensure key metsralabs are achieved.
2. Evaluates rep calls against a set of predetermined criteria. Identifies individual strengths and coaching opportunities. Delivers coaching to drive improved performance.
3. Works closely with Call Center Director to identify training opportunities. Delivers one-on-one and team coaching.
4. Assists with Call Center Rep schedule management to ensure proper staffing.
5. Identifies improvement opportunities. Develops and delivers training to support process and tool improvement initiatives.
6. Assists in rolling out new processes and training to support new projects.
7. Maintains close working relationship with Call Center Representatives.
8. Backs up Call Center Director when unavailable for extended periods of time.
2. Evaluates rep calls against a set of predetermined criteria. Identifies individual strengths and coaching opportunities. Delivers coaching to drive improved performance.
3. Works closely with Call Center Director to identify training opportunities. Delivers one-on-one and team coaching.
4. Assists with Call Center Rep schedule management to ensure proper staffing.
5. Identifies improvement opportunities. Develops and delivers training to support process and tool improvement initiatives.
6. Assists in rolling out new processes and training to support new projects.
7. Maintains close working relationship with Call Center Representatives.
8. Backs up Call Center Director when unavailable for extended periods of time.
Inbound Customer/Patient Contact
1. Answers all phone calls in a manner consistent with the SRALAB customer service standards.
2. Evaluates patient/customer needs to determine appropriate site and provider of care, based on conversation with patient and insurance eligibility.
3. Registers and schedules new patients for therapy and physician services at site of practice based on orders received, consult outcome, urgency of care, and patient convenience to time and location.
4. Assists patients/customers with all issues regarding appointments, including but not limited to rescheduling, canceling, notification of late arrival, etc.
5. Tracks patient cancellations, and works with management to analyze data and achieve cancellation rate goals.
6. Assists patients requiring transportation services, including the ability to provide detailed directions to all sites of care.
7. Assists patients with all other requests and questions, and direct patient to appropriate site/staff when applicable.
2. Evaluates patient/customer needs to determine appropriate site and provider of care, based on conversation with patient and insurance eligibility.
3. Registers and schedules new patients for therapy and physician services at site of practice based on orders received, consult outcome, urgency of care, and patient convenience to time and location.
4. Assists patients/customers with all issues regarding appointments, including but not limited to rescheduling, canceling, notification of late arrival, etc.
5. Tracks patient cancellations, and works with management to analyze data and achieve cancellation rate goals.
6. Assists patients requiring transportation services, including the ability to provide detailed directions to all sites of care.
7. Assists patients with all other requests and questions, and direct patient to appropriate site/staff when applicable.
Outbound Call Center Representative Contact
1. Conducts all phone calls in a manner consistent with the SRALAB customer service standards.
2. Conducts appointment reminder calls to patients when designated by Call Center Director.
3. Contacts SRALAB sites to inform on issues regarding appointments, including but not limited to rescheduling, canceling, notification of late arrival, etc.
4. Monitors scheduling work lists and contacts patient to schedule appointments when patient does not schedule at the site during the check out process.
5. Maintains and monitors a centralized waiting list and contacts patients to schedule appointments from the wait list. Communicate with sites on status of patients on the wait list.
6. Verifies insurance and services eligibility by obtaining the necessary information from the patient and needed by the insurance companies. Manage insurance and services denied work lists on Cerner.
7. Verifies authorizations for treatment from insurance companies and liaises with clinicians at various SRALAB sites when appropriate.
8. Manages authorization status of the following payors: Medicare Secondary Payor, IDPA, and Workers Compensation.
9. Conducts proactive appointment booking calls at the request of the Call Center Director.
Daily Outpatient Services Call Center Tasks
1. Performs all tasks and treats all customers (external and internal) in a manner consistent the SRALAB customer service standards.
2. Monitors prescription refill/test result requests coming directly to the Outpatient Services Center, and ensures completion of all requests.
3. Maintains the Allied Health Database in consultation with the various sites.
4. Researches referring physician information, including licensure, governmental eligibility, and contact information to maintain in a centralized database.
Perform all other duties that may be assigned in the best interest of SRALAB.
Reporting Relationships
1. Reports directly to the Call Center Director
Knowledge, Skills & Abilities Required
1. Previous Call Center experience.
2. Ability to handle heavy call volume and stressful situations.
3. Previous experience with Cerner Millennium.
4. Demonstrated problem solving and decision making skills.
5. Associates Degree, Certificate in a Medical Administration Program or partial program completion preferred.
6. Three to five years experience in a health care field with a knowledge of health care systems.
7. Working knowledge of medical terminology and insurance.
8. Previous supervision experience preferred.
9. Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel.
10. Proficiency in keyboarding skills. Application of a variety of moderately complex PC software and office equipment (multi-line phone, metsralabs board, etc.)
11. Strong understanding of data entry and the ability to integrate multiple applications of hospital information systems.
12. Active listening and attention to detail.
13. Ability to engender trust with both customers and team members.
14. Strong organizational skills, including attention to detail and follow through.
15. Understanding of healthcare operations and the crucial role the Call Center plays for delivering world-class access.
16. Strong customer service skills and experience that work well with the SRALAB Customer service standards.
17. Effective verbal and writing communication skills in order to interview patients/customers to obtain pertinent medical and financial information
18. Capability to identify, trouble shoot and resolve escalated customer problems including follow through to ensure customer satisfaction.
2. Ability to handle heavy call volume and stressful situations.
3. Previous experience with Cerner Millennium.
4. Demonstrated problem solving and decision making skills.
5. Associates Degree, Certificate in a Medical Administration Program or partial program completion preferred.
6. Three to five years experience in a health care field with a knowledge of health care systems.
7. Working knowledge of medical terminology and insurance.
8. Previous supervision experience preferred.
9. Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel.
10. Proficiency in keyboarding skills. Application of a variety of moderately complex PC software and office equipment (multi-line phone, metsralabs board, etc.)
11. Strong understanding of data entry and the ability to integrate multiple applications of hospital information systems.
12. Active listening and attention to detail.
13. Ability to engender trust with both customers and team members.
14. Strong organizational skills, including attention to detail and follow through.
15. Understanding of healthcare operations and the crucial role the Call Center plays for delivering world-class access.
16. Strong customer service skills and experience that work well with the SRALAB Customer service standards.
17. Effective verbal and writing communication skills in order to interview patients/customers to obtain pertinent medical and financial information
18. Capability to identify, trouble shoot and resolve escalated customer problems including follow through to ensure customer satisfaction.
Working Conditions
1. Normal office environment with little or no exposure to dust or extreme temperature.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Equal Employment Opportunity
ShirleyRyan AbilityLab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
