o answer incoming lines in a prompt, courteous and professional manner, and assist callers with appointments, directions, and/or and provide alternate call direction as necessary.



Principal Duties and Responsibilities (* = essential functions):

 

• To courteously and professionally assist all callers with scheduling, confirming, rescheduling and canceling of appointments. *


• To courteously and professionally assist callers with directions and/or other information requested.


• To verify established patient status and subsequently ensure all patient information in the computer system is accurate and complete. *


• To verify new patient status and subsequently establish new patient profile in the computer system as necessary, while ensuring all patient information is accurate and complete. *


• To provide feedback to supervisors regarding the scheduling process to ensure continual improvement of department processes.


• To assist callers with confirming, canceling or rescheduling of surgical procedures.*


• To strictly comply with all HIPAA patient confidentiality regulations. *


• To contribute to a fair and positive work environment by treating patients, peers, superiors, subordinates, vendors and all others with professionalism and respect.*


• Monitor, route, and process incoming patient messages from Patient Portal.


• To actively enforce the operation's goals, policies and procedures, implement standards in the company's training and development, support agents, handle escalations, monitor the cue, and work in conjunction with administration.


• To acknowledge outlook outgoing and incoming mail, response to voice messages, memo updates, demographics entry, assignment delegation, contributing to agent reviews, and conferencing with managerial or supervisory staff. The ability to multitask is an essential attribute for a call center team leader


• To act as an agent as a queue level rises, the team leader encourages all agents to be available for incoming calls. Once an entire team is at service to calls, the lead acts as an agent


• Improving the team and facilitating the communication among the members of team.


• Exceeding and meeting departmental objectives, including conversion targets, and lead generation.


• Encouraging, supporting, and motivating actively one's peer team.


• Looking constantly for development as well as continuous improvement for the entire team.


• Monitoring, organizing, and coaching team on a day ­to­day basis.


• Communicating the company's purpose, core values, vision to the front employees.


• Ensuring that the employees follow their schedules properly as designed.


• Handling escalated calls, complaints, questions, and queries as necessary.


• Facilitating cross­fun ctional communication within employees for improved working condition.


• Creating a conducive work environment for all the call center's employees.


• Carrying out team meetings and actively participating in the monthly and weekly meetings.


• Documenting general reports on each team member's performance and targets as well as ensuring that they exceed the targets.

• Requires high school diploma or GED.


• Requires attention to detail and accurate data entry.


• Requires typing/keyboarding speed of 45 words per minute with 90% accuracy.


• Requires one year experience in a customer service related field.


• Computer usage experience


• Requires ability to communicate clearly in English, bilingual Spanish a plus.


• Requires ability to maintain confidentiality in strict adherence to HIPAA patient confidentiality regulations.

• Demonstrates excellent interpersonal skills as discerned through observation of courteous and professional dealings with patients and others.


• Accurately interprets and applies policies and procedures using sound judgment as is related to overall scheduling and collections operations.


• Thoroughly and accurately inputs all data related to appointments, cancellations, reschedules and general patient, or other required information.


• Politely and appropriately assists patients from whom collections are being requested with all information necessary to facilitate payment.


• Communicates clearly, professionally and respectfully to patients, superiors, subordinates and others.


• Consistently performs as a member of the team as demonstrated by assisting with overflow calls when necessary to cover team-members absences, vacations, etc.


• Consistently maintains patient confidentiality.


• Demonstrates high reliability through consistent punctuality and attendance.


• Demonstrates overall professionalism in attitude, demeanor and personal appea