Medical Call Center Supervisor - Northwest Austin - Texas Orthopedics

GENERAL JOB DESCRIPTION:

Responsible for overseeing daily performance of the Service Center (centralized appointment scheduling, registration specialists, and operators) department functions and personnel.

ESSENTIAL FUNCTIONS:

• Supervises, directs and ensures accurate scheduling of physician schedules. Works closely with physicians and management team.

• Trains, monitors and evaluates staff.

• Supervises, directs and ensures accurate incoming call routing for the Operator team.

• Oversees the Registration team to ensure quality of all insurance verification and auditing processes align with department and practice goals

• Ensures positive customer service atmosphere and patient interactions through ongoing training/development/monitoring of staff. Seeks physician/staff feedback to ensure interactions are appropriate.

• Maintain an appropriate staffing level to handle incoming call volume and reviews dashboard metrics daily to meet department’s goals.

• Oversees orientation/training including cross-training requirements to ensure staff availability/coverage requirements caused by vacations, sickness, peak loads.

• Assist with candidate selection and hiring process of new staff.

• Monitors/analyzes daily workload and productivity levels and reports to the Patient Services Director.

• Work closely with Patient Services Director to identify ways to improve patient access on an ongoing basis and to facilitate efficiencies in staff and patient workflows.

• Troubleshoot and research issues that arise to identify problems and develop recommendations for resolution.

• Assist in maintaining oversight of all software that pertains to department including troubleshooting issues, tracking challenges and enhancement requests, assisting with action items providing directives as needed to avoid delays.

• Oversees and maintains all physician and midlevel scheduling preferences by ensuring all information loaded in software is updated and functioning properly. Work closely with physicians and midlevels to review and capture information on a minimum biannual basis, if not requested sooner by providers.

• Work closely with Leads and Managers from other departments to ensure delivery of exceptional patient care and completion of company goals.

• Performs scheduling tasks as needed.

• Motivate staff for maximum work efficiency.

• Maintains strictest confidentiality.

• Medical Insurance with VIP Health Advocate Service
• Health Savings Account (HSA) with employer contribution
• Flexible Spending Account (FSA)
• Dental Coverage
• Vision Coverage
• 7-8 Paid Holidays each year
• 12 PTO Days to start, with increases based on tenure (up to 22 days)
• 401(k) with Safe Harbor contribution plus Profit Sharing (once eligible)
• Life Insurance
• Short & Long-Term Disability
• Additional Supplemental Plans
• Mileage Reimbursement + Travel Time – (for eligible positions)
• Colleague Recognition Program
• Well-being support: Employee Assistance Program

QUALIFICATIONS

Education:

• Bachelor’s degree preferable

Experience:

• Minimum of five years progressively responsible customer service positions.

• Two years supervisory experience; call center setting preferred.

• Previous medical experience preferred.

Special Skills:

• Knowledge of customer service concepts and business methods.

• Knowledge of organization policies, procedures, systems and objectives.

• Knowledge of basic health insurance plans.

• Skill in appropriate collection/analysis/presentation of staffing, productivity, and cost data on a routine and special-project basis.

• Skill in exercising initiative, judgment, problem solving and decision-making.

• Ability to use interpersonal skills to establish/maintain relationships with patients and staff.

• Ability to analyze workload requirements and schedule receptionists appropriately.

• Ability to communicate clearly and effectively in writing and verbally.

Physical Demands:

• Must have adequate visual acuity to read, the ability to interpret and understand written material.

• Occasional stress in dealing with customer problems.

Environmental Working Conditions:

• Continuously handle multiple tasks simultaneously and work as a part of a team

• No conditions of chemicals/fumes/odors and dust/messiness