Address
Form of workKey Responsibilities:
- Oversee daily operations of the Call Center, ensuring efficiency and patient satisfaction.
- Leads a team of Call Center Representatives, providing training, coaching, and performance evaluations.
- Monitor call traffic and manage staff scheduling to ensure adequate coverage at all times.
- Handle complex patient inquiries and resolve issues that escalate beyond the initial point of contact.
- Collaborate with other departments to streamline appointment scheduling, patient follow-ups, and information dissemination.
- Implement and uphold Call Center protocols and procedures in alignment with practice standards.
- Analyze Call Center metrics and compile reports on performance, suggesting improvements as needed.
- Ensure compliance with HIPAA and other healthcare industry regulations regarding patient information.
- Process external referrals for specialty care in a proper timeline.
- Drive initiatives to improve patient satisfaction and operational efficiency.
Qualifications:
- Prior experience in a healthcare setting is highly desirable.
- Strong leadership and people management skills.
- Excellent verbal and written communication abilities.
- Proficient with Call Center technology and healthcare management software.
- Knowledge of medical terminology and understanding of healthcare operations.
- Ability to analyze data, understand trends and develop strategies to improve service.
- Bilingual (Spanish) preferred
