Call Center Manager - Northwest Austin - Texas Orthopedics

Paycom; Austin (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Paycom is seeking a full-time Service Center leader to administer centralized appointment scheduling, registration, and operator functions within the Patient Services area.

You will hire and train staff, coordinate physician schedules, monitor workload, and ensure patient access and service quality. Prior healthcare and call-center leadership is preferred, with emphasis on confidentiality and team development.

Qualifications

• Bachelor’s degree preferred.
• Five+ years of progressive customer service experience.
• Two years supervisory experience in a call center.
• Medical setting experience preferred.

Responsibilities

• Manage scheduling of physician schedules and optimize coverage.
• Direct, train, hire, monitor and evaluate staff.
• Oversee insurance verification and auditing processes to meet goals.
• Ensure accurate call routing for the Operator team.
• Monitor workload and productivity; report to the Patient Services Director.

Skills

Customer service management

Call center operations

Staff training

Scheduling

Leadership

Communication

Problem solving

Education

Bachelor’s degree

Tools

Athena EMR

Job description

Reports to: Director of Patient ServicesDepartment: Service CenterStatus: Full-Time / ExemptGENERAL JOB DESCRIPTION:Responsible for administration of the Service Center (centralized appointment scheduling, registration specialists, and operators) department functions and personnel.ESSENTIAL FUNCTIONS:Manages, directs and ensures accurate scheduling of physician schedules. Works closely with physicians and management team.Hires, trains, monitors and evaluates staff. Compiles departmental data on patient appointment call load and physician schedule capacity to ensure the schedules are maximized and that calls are answered most efficiently.Manages, directs and ensures accurate incoming call routing for the Operator team.Oversees the Registration team and works directly with the Registration Team Lead to ensure quality of all insurance verification and auditing processes align with department and practice goalsOversees orientation/training including cross-training requirements to ensure staff availability/coverage requirements caused by vacations, sickness, peak loads.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 meet department’s metrics.Monitors/analyzes daily workload and productivity levels and reports to the Patient Services Director.Identify ways to improve patient access on an ongoing basis to facilitate efficiencies in staff and patient workflows.Oversees Schedule Changes processes and protocols. Works closely with the Schedule Coordinator to ensure all requests are being completed timely and patients are being contacted appropriately.Troubleshoot and research issues that arise to identify problems and develop recommendations for resolution.Maintain 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 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.QUALIFICATIONSEducation:Bachelor’s degree preferableExperience:Minimum of five years progressively responsible customer service positions.Two years supervisory experience in a call center setting preferred.Previous medical experience preferred.Licensure:Special Skills:Knowledge of customer service concepts and business methods.Knowledge of organization policies, procedures, systems and objectives.Knowledge of Athena Electronic Medical Record preferred Skill in effective management of receptionist staff.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 teamNo conditions of chemicals/fumes/odors and dust/messiness