Oncology Call Center & Scheduling Lead

Toledo Clinic; Toledo (OH); On-site; USD 35,000 - 48,000; Full time

Job summary

Toledo Clinic seeks a clerical support staff member to manage the Practice’s Call Center and monitor response times. You will coordinate new phone equipment, troubleshoot system issues, and report on staff performance to ensure excellent customer service.

Reporting to the Main Office Manager, you will direct staff, provide call coverage, train new employees, and handle scheduling, reminders, and patient communications while maintaining confidentiality of patient information.

Qualifications

• Knowledge of communications equipment and repair procedures.
• Knowledge of voice over internet phone system operations.
• Knowledge of telephone and voicemail systems.
• Skill in operating telephone communication systems.
• Ability to read, understand, and follow oral and written instruction.
• Ability to handle stressful situations and react calmly.
• Ability to communicate clearly and effectively orally and in writing.
• Flexibility to adjust to changing work environment.
• Adheres to clinic’s policies and procedures.

Responsibilities

• Monitor call center activity and provide direction to staff to assure timely response times to incoming calls.
• Directs ACD group staff logins to assure adequate phone coverage in all offices.
• Provides call coverage to all satellite offices as needed.
• Serves as main office operator.
• Trains new employees on the phone system and monitors for proper use.
• Uses phone system reports to investigate patient and physician complaints.
• Coordinates maintenance of system including assignment and reassignment of numbers, moves, etc.
• Coordinates after hours service.
• Processes incoming and outgoing faxes.
• Monitors and maintains main office fax machines.
• Coordinates requests for new phones and changes in the system.
• Ensures voicemail is working properly.
• Troubleshoots telephone problems and orders repairs (Reports problems to phone support company).
• Assigns telephone numbers and equipment; orders equipment.
• Prepares reports and monitors telephone usage and associated expenses (Reviews monthly phone bill and approves allocations to cost centers).
• Reports any abnormal usage, costs and special needs.
• Maintains appropriate logs and records.
• Coordinates Phytel implementation and ongoing use of patient reminder call system.
• Schedules/Reschedules patients who call.

Skills

Phone System

Customer Service

Data Reporting

Stress Management

Verbal/Written Communication

Team Collaboration

Education

High School Diploma

Scheduling experience

Tools

VoIP Phone System

ACD System

Fax Machines

PC/Windows

Job description

Toledo Clinic seeks a clerical support staff member to manage the Practice’s Call Center and monitor response times. You will coordinate new phone equipment, troubleshoot system issues, and report on staff performance to ensure excellent customer service.

Reporting to the Main Office Manager, you will direct staff, provide call coverage, train new employees, and handle scheduling, reminders, and patient communications while maintaining confidentiality of patient information.