Job Details

PRIMARY FUNCTION: 

To ensure efficient daily operation of the Access Center, ensuring adequate staffing and to provide supervision of the

Customer Service Specialists and Access Center Scheduling coordinators. To service as the contact center

expert with advanced capability of performance expectations. Demonstrate high performance in all workflow process,

behavioral expectations, and call center expertise. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Responsible for monitoring call center practice queues, including customer and patient satisfaction, personnel management, quality management.Responsible for proactively collaborating with Director and Practice Leadership on an ongoing basis, to ensure each party’s needs are met, to troubleshoot issues as needed, and to plan for and address practice changes that impact scheduling processes or call volume.Knowledgeable in core non-clinical business processes and the work performed in various departmentsMonitors workflow and call queues to ensure metrics are achieved; ability to prioritize and multi-task dailyAccountable for the team’s performance in both statistical and quality metricsStays educated on all procedures and changing requirements for Medical Group Practices and outpatient areas; keeps team members apprised of policy changesCommunicates effectively with other departments and management to resolve problems/expedite workMaintains a high level of confidentialityQuickly identifies performance or attendance issues and creates action plans to addressValues all team member contributions; provides encouragement and recognition to ensure a high performing and engaged teamMakes recommendations to management concerning team member career progression, implementation of new ideas or improvement of existing work processesCoordinate staff schedule, tracking staff time and attendance, monitors lunch/breaks informing manager consistently of any barriers to metricsProvide daily supervision to Customer Service Specialists and Outpatient Schedulers, be available/ visible for staff questions and adviceConduct daily/weekly huddles regarding Customer Service Specialists and Outpatient scheduler performance to dashboards and practice SLA’sEnsures staff have proper equipment, protocols, guidelines, job aids, and other training materials at workstations and informs Manager of equipment and material needs as necessaryEnsure staff is providing immediate service recovery using HEAT/AIDET and intervening as necessaryIn coordination with the manager reviews the daily/weekly/monthly activities of team membersPerform daily/weekly Call Quality Audits in coordination with the Trainer and QA TeamComplete monthly coaching sessions in a timely mannerServes as a lead expertise and resource for Customer Service Specialists and Outpatient schedulersParticipates in the interview process as requested by DirectorResponds accurately to a high volume of calls demonstrating exceptional customer service skillsReceives and responds to all incoming calls, scheduling, registration, phone notes, detailed documentationDemonstrates sound judgement of escalating urgent callsUtilization of computer, software, and telecommunications equipmentInteracts with patients, LPNs, nurses, physicians, and practice/outpatient staff to provide accurate communicationPerforms assigned work safely, adhering to established departmental safety rules and practices; reports to Director in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients, and visitors.Complies with and enforces all CCHS policies and proceduresComply with all HIPAA and JCAHO regulations.Performs other related duties as required

DIRECTION/SUPERVISION OF OTHERS:

Customer Service Specialists, Senior Customer Service Specialists, Outpatient Schedulers, Senior Outpatient Schedulers, Quality and Training Analyst and Access Center Scheduling Coordinators.

EDUCATION AND EXPERIENCE REQUIREMENTS:

             High school graduate: Certificate Program or bachelor’s degree preferred

             2 years prior call center experience customer service, medical office related, and supervisory skills required.

             Computer and key boarding skill required

Healthcare call center experience preferred.

An equivalent combination of education and experience may be substituted

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

Skill in supervising staff and managing teams

             Skill in delivering and coaching others on performance, especially service excellence

   Skill in organization, prioritization, and getting work done

   Ability to delegate work and responsibilities to staff and effectively evaluate their performance

   Ability to plan, organizes, and coordinates staffing needs

Knowledge of medical terminology

Knowledge of physician office systems and practices

Knowledge of computer skills and keyboarding

Knowledge of communication center skills

Excellent oral and written communication skills

Ability to maintain patient confidential information

Ability to exercise judgement, tact, and diplomacy

Ability to handle irate callers, defusing the situate and when to elevate to the next level

Ability to display excellent customer service skills

Ability to establish and maintain effective working relationships with employees, peers, and management

Ability to maintain regular, consistent, and professional attendance, punctuality, and appearance

Ability to work as an effective team member

SPECIAL REQUIREMENTS:

None

Post End DateJan 24, 2025

EEO Posting Statement

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.