POSITION DESCRIPTION:
This position provides leadership and supervises Call Center staff to ensure efficient, fiscally responsible, and customer-responsive center operations; provides leadership in establishing and achieving operational goals. Supervises and develops call center staff in order to maintain outstanding service and a high level of employee morale.
ESSENTIAL JOB FUNCTIONS:
Supervises day to day operations of IHA Call Center staff and services provided to ensure efficient, fiscally responsible and customer responsive operations.Ensures that all staff are adequately trained to effectively perform their required responsibilities and provided with an overview of the Call Center performance goals and objectives through regular communications. Provides team members additional training if needed. Effectively organizes training materials for new employees.Performs quality reviews on referral/prior authorization work and recorded telephone calls. Manages call center call data and phone data reports. Participates in process and procedure development. Works collaboratively with the call center leadership team to improve call center services, offer additional call center services, and achieve call center goals. Works 1:1 with call center team members to ensure quality of work. Manages all internal and external complaints, manages compliance log, compiles data to provide monthly reports. Ensures efficient and effective scheduling for the Call Center Representatives and maintains Time & Attendance program; coordinating timekeeping and time-off requests; maintains appropriate staffing at all times. Fills in as Call Center Representative, when needed. Evaluates the performance of Call Center Representatives, recommends merit increases, promotions and disciplinary actions, in accordance with IHA service and human resource guidelines. Maintains teamwork environment and a high level of employee morale. Oversees tasks that optimize workflow; provides suggestions to continually improve processes and the customer experience. Manages more complex patient calls or insurance issues. Attends required internal and external meetings, performs other administrative support tasks, and assists in the development and oversight of the office budget. Performs other duties as assigned.ORGANIZATIONAL EXPECTATIONS:
Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement.Must be able to work effectively as a member of the Call Center team. Successfully completes IHA's "The Customer" training and adheres to IHA's standard of promptly providing a high level of service and respect to internal or external customers.Maintains knowledge of and complies with IHA standards, policies and procedures, including IHA's Employee Handbook. Maintains complete knowledge of office services and in the use of all relevant office equipment, computer, and manual systems.Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.Serves as a role model, by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.Uses resources efficiently. If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities. MEASURED BY:
Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.
ESSENTIAL QUALIFICATIONS:
EDUCATION: Bachelor's degree or an equivalent combination of education and professional experience.
CREDENTIALS/LICENSURE: None
MINIMUM EXPERIENCE: Minimum of 3 years previous experience as a Call Center Representative; experience in a supervisory capacity strongly preferred.
POSITION REQUIREMENTS (ABILITIES & SKILLS):
Ability to effectively supervise and manage functional area within the Call Center, providing feedback and guidance to staff. This may include managing staff on non-day shifts. Demonstrated ability to administer a comprehensive training program for new and existing call center staff.Knowledge of billing and managed care department services and organizational policies related to position responsibilities.Knowledgeable in medical terminology related to position responsibilities.Ability to perform mathematical calculations needed during the course of performing basic job duties. Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, ShoreTel, NextGen, email, e-learning, intranet, Microsoft Word and Excel, and computer navigation. Ability to use other software as required while performing the essential functions of the job.Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people.Ability to work collaboratively in a team-oriented environment; courteous and friendly demeanor.Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, patients, family members, insurance carriers, vendors, external customers and community groups. Ability to cross-train in other areas of department in order to achieve smooth flow of all operations.Good organizational and time management skills to effectively juggle multiple priorities and time constraints.Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving patient call issues.Ability to handle patient and organizational information in a confidential manner.Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office department operations. Successful completion of IHA competency-based program within introductory and training period. MINIMUM PHYSICAL EXPECTATIONS:
Physical activity that often requires keyboarding, phone work and charting.Physical activity that often requires extensive time working on a computer.Physical activity that often requires handling and lifting patients walking, standing, bending, stooping, reaching, climbing, kneeling and/or twisting. Physical activity that often requires lifting, pushing and/or pulling up to 20 lbs.Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.MINIMUM ENVIRONMENTAL EXPECTATIONS:
This job operates in a typical office environment which involves frequent interruptions and significant interaction with people which can be stressful at times.
PI250087573
Source : Trinity Health - IHA
