Team Lead Call Center

1 month ago

Morgantown, United States WVU Medicine Full time
Serves as the initial point of contact for scheduling, messaging and operational questions from the Scheduling Call Center staff. Acts as a liaison between the Scheduling Call Center staff and the Supervisor, Patient Access and Manager, Practice Operations, to ensure appropriate communication of issues and protocol changes. Also continues to perform the duties and functions of a Centralized Scheduler.

MINIMUM QUALIFICATIONS :

EDUCATION, CERTIFICATION, EXPERIENCE, AND/OR LICENSURE:

1. High school diploma or equivalent.

2. Two (2) years relevant experience.

CORE DUTIES AND RESPONSIBILITIES:  The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1. Schedules outpatients in accordance with scheduling guidelines, with the ability to prioritize according to patient needs.

2. Answers phones from patients/customers professionally and responding to patient/customer inquiries and complaints.

3. Schedules patients/customers based on scheduling guidelines and medical appropriateness.

4. Researches required information using accessible resources.

5. Routing inbound calls to appropriate resources.

6. Obtaining and collecting all necessary information from the patient/customer to schedule the appointment.

7. Manages communication and coordination between the patient/customer and the providers/clinics.

8. Receives and responds to patient and staff needs and complaints appropriately within the realm of the “patient care” environment, involving department supervisors and patient representative as needed.

9. Participates in on-going educational activities to develop, maintain, and enhance professional expertise.

10. Initial point of contact Centralized Schedulers in the Scheduling Call Center.

11. If at any time, the Team Lead is unable to resolve an issue, they will confer with the Supervisor, Call Center and Manager, Patient Access.

12. Works closely with Clinic Management, to ensure adequate communication between the Scheduling Call Center and the Clinic.

13. Performs all duties of a Centralized Scheduler

14. Must exceed expectations of a Registration Specialist and have an in-depth knowledge of the Call Center operations, scheduling, messaging and EPIC functions.

15. Adheres to the established Performance Expectations for WVUH Employees in the areas of People, Service, Performance Improvement, and Shared Values & Culture.

16. Answer all questions regarding their Pod

17. Oversee training for new employees for their pods

18. Other duties may be assigned.

PHYSICAL REQUIREMENTS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Must be able to sit for extended periods of time.

2. Must have manual dexterity to operate keyboards, fax machines, telephones and other business equipment

3. Position requires the use of a headset

WORKING ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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