Team Leader - Call Center - Gastro
Company: St Luke's University Health Network
Posted on: November 29, 2018
St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.JOB SUMMARY The Team Leader will be responsible for a group ensuring they complete the scheduling process correctly and efficiently. The Team Leader will also be responsible for monitoring agents to ensure that all service levels are met on a daily basis, that all calls are appropriately addressed with appointments or referral to a provider/clinical staff member. The Team Leader is also responsible for accurate and timely scheduling of patient appointments and verification of all insurance available at time of call. The intent of this job description is to provide a summary of the major duties and responsibilities of this position and shall not be considered as a detailed description of all the work requirements that may be inherent in the position.WORK PERFORMED JOB DUTIES AND RESPONSIBILITIES: ESSENTIAL FUNCTIONS: Support agents with difficult calls. Take calls as well as directs calls to agents who can handle them most efficiently. Provide agents with the tools they need to process scheduling requests quickly and efficiently. Monitor call volumes and adjust agent's schedules to handle heavy call volumes. Monitor agent activity and report variances to administrator. Provide coverage in agent scheduling gaps. Maintain good working relations with various network departments to ensure the scheduling process flows smoothly. Ensure data and call quality. Monitor agent calls and provide feedback. Foster a team environment. Ensures team meets quality and network standards. Ensure that orientation and training standards are continued. Maintain schedules with Freeze/Unfreeze and Master Schedule capabilities. In conjunction with Front End Coordinator, maintain master copy of all insurances. Refers all self-pay patients as directed. Updates and or communicates correct patient information to appropriate staff, offices, and computer systems. Works with coordinator, supervisor and managers for any scheduling, or insurance issues. Ongoing knowledge of scheduling and registration procedures. Works with and communicates to departments regarding add on patients. Monitors and maintains work lists/task lists as assigned and handles accordingly. Monitors Inbound versus Outbound volumes and directs staff as needed. Analyzes Contact Center reporting and reports any areas of concern to Administrator. Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information. Complies with Network and departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements. Demonstrates/models the Network's Service Excellence Standards of Performance in interactions with all customers (internal and external). Demonstrates Performance Improvement in the following areas as appropriate: Clinical Care/Outcomes, Customer/Service Improvement, Operational System/Process, and Safety. Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices. Complies with Network and departmental policies regarding attendance and dress code. Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated. OTHER FUNCTIONS: 1. Participate in reporting functions. 2. Other related duties as assigned. PHYSICIAL AND SENSORY REQUIREMENTS: Sitting for up to 8 hours. Seeing as it relates to general, near, color and peripheral vision. Hearing as it relates to normal telephone conversations. POTENTIAL ON-THE-JOB RISKS: Requires concentration on multiple computer screens and systems. Requires sitting up to eight hours per day. Continually use fingers for typing, writing. Routinely use upper extremities; occasionally to lift items up to 25 pounds. Rarely push cart with supplies up to 30 pounds. Stoop, bend and reach above shoulder level regularly. Sharp and alert hearing required. General, near, and peripheral vision are all required. Able to view multiple computer screens and utilize phone headset. SPECIFIC PROTECTIVE EQUIPMENT AVAILABLE: MOST COMPLEX DUTY: Monitoring busy call center to determine the steps needed to keep service levels at desired percentage. SUPERVISION (RECEIVED BY AND/OR GIVEN TO): Practice Administrator, receptionists. COMMUNICATIONS: Good verbal and written skills. Must be able to communicate effectively with the public and internal customers. ADDITIONAL REQUIREMENTS: Maintains positive interpersonal and interdepartmental relationships. QUALIFICATIONS) (MINIMUM) EDUCATION: Business certificate or Associate Degree preferred. TRAINING AND EXPERIENCE: Minimum 2 years call center experience. Computer experience. Knowledge of IDX and Electronic Medical Record system. WORK SCHEDULE: Variable day hours as needed. Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!! St. Luke's University Health Network is an Equal Opportunity Employer.
Keywords: St Luke's University Health Network, Bethlehem , Team Leader - Call Center - Gastro, Hospitality & Tourism , Bethlehem, Pennsylvania
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