Job Description
Description EmergeOrtho is committed to being the trusted leader in innovative, quality-focused comprehensive musculoskeletal care.
With offices across North Carolina, the Call Center Manager supervises a group of employees consisting of appointment/triage specialists and referral coordinators. The manager assesses applications submitted by job candidates and conducts interviews for new hires. The manager encourages, supports and directs staff, always striving toward success. It is also the responsibility of the manager to recognize areas for improvement, paying close attention to excessive errors made by staff in order to redirect and make corrections.
Requirements Qualifications and Experience: - High school diploma is required.
- Minimum two years of call center experience and two to three years of team leadership experience is required.
- Knowledge of medical terminology is required.
- Previous supervisory experience required.
- Previous experience using multi-line phones system.
- Knowledge of practice management and work processing software.
- An eligible candidate must demonstrate the ability to solve problems and make decisions promptly, have thorough knowledge of each position in the department; be able to perform each position's duties, the ability to handle and complete multiple responsibilities and projects while maintaining department efficiency, be able to recognize practice-wide changes and to implement them by training all staff members accordingly.
- Must also possess excellent communication and documentation skills.
Responsibilities include, but are not limited to, the following: - Manages and maintains all software and websites vital to the performance of the call center and patient access.
- Compose and maintain call schedules with implementation in call schedule system. Work with hospital leaders to assign providers on ED call.
- Manage Urgent Care provider clinic schedules ensuring all urgent care clinics are covered appropriately, working with urgent care provider in charge of clinic schedules.
- Responsible for the supervision of department staff to include performance reviews, disciplinary /performance improvement plans, selection and training of new staff, ongoing coaching and training of current staff.
- Coordinates and implements schedules for call center staff to include coverage for breaks, approve time off requests and ensure that there is proper coverage throughout the department based on anticipated needs, volume, and demands of department.
- Advise the Director Clinic Operations of problems or concerns in the department.
- Performs periodic quality assessments of call center staff per established protocols and follow up training as necessary.
- Updates and maintains physician protocols for scheduling patient appointments and messaging.
- Resolves patient portal issues.
- Develops, implements, and revises departmental policies and procedures.
- Notifies all staff with provider clinic updates.
- Knowledgeable of open clinic availability.
Other: - Maintains a pleasant, cooperative and professional demeanor with patients and other coworkers while performing duties.
- Follows all applicable departmental and practice policies and procedures.
- Maintains patient confidentiality, complies with HIPAA privacy and confidentiality.
- Maintains detail knowledge of practice management and other computer software as it relates to job function.
- Attends all regular meetings.
- Performs other duties as required and assigned.
Job Tags
Immediate start,