Medical Call Center Supervisor

2 weeks ago

Gillette, Wyoming, United States Hoskinson Health & Wellness Clinic Full time
About Us

Hoskinson Health & Wellness Clinic is a newly founded team-based physician-led, comprehensive health and wellness clinic. Our company was created to provide prospective healthcare resources to the community and meet the needs of our patient base.

Company Mission and Philosophy

Hoskinson Health & Wellness Clinic is owned by physicians who have teamed together to help end discrepancies they have seen for decades in the healthcare space. Our mission is to help patients truly live better, healthier lives by providing comprehensive care through a variety of specialists and support services. We have an integrated regenerative & longevity philosophy that functions hand-in-hand with treatment planning, preventive care, and team collaboration on patient cases. We believe that patients are more than their diagnoses and deserve access to the best education and resources we can provide. To ensure this mission is met, we focus on integrating highly effective technology, encourage collaboration among the team, and take lower patient volumes to allow patients more time with our staff.

Job Summary

The Patient Support Team Lead will be responsible for managing the day-to-day operations of our medical call center, leading a team of medical assistants and support staff, and ensuring efficient patient communication and scheduling. This role requires strong leadership, a thorough understanding of medical office procedures, and the ability to drive continuous improvement in service quality.

Key Responsibilities
  • Leadership & Team Management:
    • Supervise and support a team of medical assistants and call center staff, including hiring, training, and performance management.
    • Conduct regular staff meetings and one-on-one sessions to provide guidance, address concerns, and foster a collaborative environment.
    • Develop and implement training programs to ensure staff are knowledgeable about medical procedures, compliance, and patient interaction protocols.
  • Operational Oversight:
    • Manage daily call center operations, ensuring that patient inquiries, appointment scheduling, and other requests are handled efficiently and accurately.
    • Monitor and evaluate call center metrics, including call volume, wait times, and patient satisfaction, to ensure service level targets are met.
    • Develop and maintain call center policies and procedures, ensuring adherence to healthcare regulations and best practices.
  • Patient Care & Communication:
    • Oversee patient scheduling and ensure timely and accurate appointment bookings. Address and resolve escalated patient issues or complaints in a professional and empathetic manner.
    • Ensure that all patient interactions are handled with confidentiality and sensitivity in accordance with HIPAA regulations.
  • Process Improvement:
    • Identify areas for process improvement and implement changes to enhance call center efficiency and patient satisfaction.
    • Work with other departments to streamline communication and improve overall patient service delivery.
  • Resource Management:
    • Manage call center staffing levels, including scheduling and shift planning, to ensure adequate coverage during peak times.
Qualifications
  • Oversee the use of call center technology and ensure staff are trained on relevant software and systems.
  • Associate's or Bachelor's degree in Healthcare Administration, Medical Assisting, or a related field (or equivalent experience).
  • Proven experience in a medical call center or healthcare leadership role, with a strong understanding of medical office operations and patient care.
  • Previous experience in a supervisory or managerial role, with demonstrated leadership and team management skills.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with patients and staff.
  • Proficiency in medical call center software, electronic health records (EHR) systems, and Microsoft Office Suite.
  • Strong organizational skills with the ability to manage multiple priorities and handle high-stress situations.
Preferred Qualifications
  • Certification as a Medical Assistant (CMA), Licensed Practical Nurse (LPN) or Registered Nurse (RN) or equivalent.
  • Experience in customer service.

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