OAM Call Center Team Lead

3 days ago


Lenexa, Kansas, United States The University of Kansas Hospital Full time
Job Summary

The OAM Call Center Supervisor is a key member of the scheduling team at The University of Kansas Health System. This role is responsible for leading a team of scheduling staff, ensuring seamless communication with clinic leadership, and investigating scheduling issues to optimize electronic medical record tool functionality.

Responsibilities
  • Lead daily huddles and manage staff assignments to meet departmental targets.
  • Monitor appointment request workqueues and deploy staff to maintain volume below established thresholds.
  • Act as a subject matter expert on assigned clinics, providing detailed instructions on standard workflows and handling exceptions.
  • Handle escalated calls, including upset patients and callers requesting to speak to a supervisor/manager.
  • Investigate scheduling defects and patient complaints, identifying root causes and providing recommendations to management.
  • Research and recommend knowledgebase revisions and additions to scheduling tools/resources.
  • Escalate operational issues to management and recommend solutions.
  • Validate resource management, communicate, and delegate scheduling/rescheduling/cancellation needs.
  • Ensure equipment functionality and escalate issues as needed.
  • Handle daily reports, including agent productivity, Midday WQ volume, and Call Metrics.
Requirements
  • High School Graduate.
  • Prior lead or supervisory experience or demonstrated experience at SHC.
  • Proficiency of Level IV, plus:
  • Skilled in effective communications, customer service, problem solving, and managing multiple priorities.
  • Demonstrated knowledge and understanding of insurance eligibility, benefits, contract language, and medical terminology.
  • Ability to demonstrate supervisory or training/knowledge base skills.

The University of Kansas Health System is an equal employment opportunity employer without regard to a person's race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.



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