Lead Call Center Representative

Heart-of-Ohio-Family-Health-Centers-1; Kentucky; On-site; USD 38,000 - 52,000; Full time

Job summary

Heart of Ohio Family Health Centers is seeking a Call Center Representative Lead to supervise scheduling staff, manage in-bound inquiries, and improve patient experience. You will monitor attendance, productivity, and quality; develop reports; and coach team members to deliver efficient, accurate appointment scheduling and information delivery.

The role requires 2–3 years in customer service, preferably healthcare, with strong communication and bilingual skills (Spanish or Somali).

Qualifications

• Minimum 2–3 years of customer service experience, preferably in healthcare.
• Demonstrates excellent interpersonal skills and ability to handle diverse patients.
• Bilingual ability (Spanish or Somali) is preferred.

Responsibilities

• Respond to telephone inquiries with a professional and courteous demeanor.
• Monitor scheduling queue and staff attendance; prepare daily reports and assign tasks.
• Develop and maintain reporting formats to track productivity and KPIs for the scheduling dept.
• Lead monthly staff meetings and assist with new hire training and coaching.
• Ensure accurate collection of patient information and effective appointment scheduling.

Skills

Customer service

Interpersonal skills

Communication

Bilingual (Spanish/Somali)

Multitasking

Education

College degree preferred

Tools

EPIC software

Job description

Summary: This position supports the Organization in the following manner:The Call Center Representative Lead will be responsible for Call Center Representatives making sure that they adhere responsibly and professionally when responding to telephone inquiries from callers and ensuring patient satisfaction by providing quality service, identifying patient needs and assisting them with issues/concerns related to health care issues. Will monitor staff attendance, oversee queue productivity, prepare daily scheduling reports, task assignment, maintain attention to detail and Facilitate communication. Also, stepping in as needed logging into the queue and addressing call promptly.Reports to: Site ManagerSupervises: Call Center StaffDress Requirement: scrubs or business casual in accordance to Heart of Ohio Family Health’s dress code policyWork Schedule:Monday through Friday during standard business hoursTimes are subject to change due to business necessityNon-ExemptJob Duties: these are considered essential to the successful performance of this position:• Manages complex or escalated issues as they arise in the scheduling department.• Maintains a consistent focus on the patient experience including immediately addressing customer service issues and enhancing department work flow to improve the overall patient experience.• Develop and maintain a reporting format to monitor productivity and other key performance indicators of the scheduling department.• Facilitates monthly staff meetings.• Attends required meetings and participates in team activities and professional development activities.• Uses physician protocols, insurance participation information, and patient preference to determine the most appropriate approach to schedule patients• Review and approve time off request• Monitor the absent request• Conduct training for new hire• Developing and Coaching Centralized Scheduler• Minimize the creation of duplicate charts when creating new patients’ charts• Investigate incident reports• Conduct monthly audits of call center staff to ensure call quality• Monitor No Shows and analyze no show• Complete No show notification to patients• Develop a report of patients requiring further action• Answers incoming phone calls on a timely basis• Accurately schedules patient’s appointment• Responsible for ensuring the correct and thorough collection of patient information• Effectively communicates information to patients regarding appointment, documentation to bring, co-payments, etc.• Timely calls patients to relay pertinent information regarding appointments• Adhere to all of the Organization’s policies and procedures• Adheres to all Federal, State, and local laws and regulations• Other duties as assigned (non-essential)Equipment Operated:TelephoneComputerPrinterFax machineCopierOther office equipment as assignedFacility Environment:Heart of Ohio Family Health operates in multiple locations, in Columbus, OH area. All facilities have a medical office environment with front-desk reception area, separate patient examination rooms, nursing stations, pharmacy stock room, business offices, hallways and private toilet facilities. All facilities are ADA compliant.This position’s primary work area is Registration or business offices.This work area is:o kept at a normal working temperatureo sanitized dailyo maintains standard office environment furniture with adjustable chairso maintains standard office equipment; i.e., computer, copier, fax machine, etc. at a normal working heightPhysical Demands and Requirements: these may be modified to accurately perform the essential functions of the position:o Mobility = ability to easily move without assistanceo Bending = occasional bending from the waist and kneeso Reaching = occasional reaching no higher than normal arm stretcho Lifting/Carry = ability to lift and carry a normal stack of documents and/or fileso Pushing/Pulling = ability to push or pull a normal office environmento Dexterity = ability to handle and/or grasp, use a keyboard, calculator, and other office equipment accurately and quicklyo Hearing = ability to accurately hear and react to the normal tone of a person’s voiceo Visual = ability to safely and accurately see and react to factors and objects in a normal settingo Speaking = ability to pronounce words clearly to be understood by another individualJob Qualifications (Experience, Knowledge, Skills and Abilities)Preferred college degreeMinimum 2 -3 years’ experience in customer service, preferably in the medical fieldPreferred experience with EPIC softwareDemonstrates excellent interpersonal skills with people of all social levels and cultures and the ability to manage patients and families with discretion under conditions of stressDemonstrates a sense of maturity that enables a positive and effective handling of any operational situationQuickly make accurate decisions that result in a positive outcomePossess a strong work initiative while handling multiple tasksAbility to communicate (orally and in writing) in a professional mannerPrefer bi-lingual, Spanish or SomaliAbility to work in conjunction with other employees and business associatesAbility to maintain an established work schedule to ensure dependability, accuracy of work quality, and a harmonious, consistent work environmentThis job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.