Supervisor Call Center

Essential Duties and Responsibilities:
The essential functions include, but are not limited to the following:
• Answering Phones
• Monitor the Contact Center Queue ensuring that all call- wait times are under 5 minutes
• Supervise the daily workflow of the team to include PTO and Sick time
• Set and Monitor Goals/KPIs for all operators
• Receive patient complaints and utilize problem solving skills to ensure patient satisfaction
• Provide constructive feedback and coaching for PEC staff
• Train all new Schedulers
• Assists other team members in all departments as needed
• Knowledge of the contact center reporting system and the ability to pull calls for Providers and leadership
upon request
• Continually maintains Health Insurance Portability and Accountability Act (HIPAA) and other compliance
requirements.
• All additional tasks as requested by management.
Qualification/Requirement:
• Ability to apply a common sense understanding to carry out detailed but uninvolved written or oral
instructions.
• Ability to deal with problems involving occasional, last-minute changes in generally standardized situations.
• Above average communication skills and strong attention to detail.
• Ability to work independently and in a team environment.
• Ability to learn and utilize multiple computer systems.

Education/Training/Experience:
• High school diploma or a GED.
• Six months related healthcare experience and / or training.
• Previous insurance verification / prior authorization experience preferred.

Education: High school diploma or general equivalency diploma (GED). Associates or Bachelor's degree preferred.

Experience:

• Supervision: 1 year (Preferred)
• Medical supervision: 1 year (Preferred)
• Experience working in a medical practice in a clinical or clerical setting: 3 years (Preferred)

Work Environment: Work performed in an office environment. Involves frequent contact with staff and patients.

Mental/Physical Requirements: Manual dexterity for office machine operation including computer and clinical equipment; stooping, bending to handle patient's mobility to complete errands or deliveries, or sitting or standing for extended periods of time. Stress can be triggered by multiple staff demands and deadlines.