Call Center Lead, Alexandria

Call Center Lead
Responsible for delivering high standards of service to patients by making the most effective and efficient use of call-center staff and technology resources.
Uses a range of measurements to monitor, analyze and plan improvements to call-center performance.
To meet these responsibilities, the lead must be a combination of expert service provider, coach, trainer, mentor, motivator and supervisor.
Demonstrates a sincere dedication and loyalty to the philosophy and mission of Neighborhood Health
Duties/Responsibilities:
Make necessary changes in staffing based on day of the week and other anticipated events.
Monitors productivity of call center representative and generates reports.
Reviews call center data to monitor the patient experience and subordinate statistics.
Monitoring of individual, team and call center results to identify and act on both positive and negative performance trends to insure attainment of revenue goals and performance targets.
Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
Answers questions and recommends corrective services to address patient complaints.
Communication and follow-up to ensure representatives are fully informed of all new information related to products, procedures, patient needs and company related issues, changes or actions.
Keys information into computer to compile work volume statistics for accounting purposes and to keep records of patient service requests and complaints.
Determines work procedures, prepares work schedules, and expedites workflow.
Studies and standardizes procedures to improve efficiency of subordinates.
Maintains harmony among workers and resolves grievances.
Prepares composite reports from individual reports by subordinates.
Provides oversight and management for the daily operations of the medical office.
Provides backup to key positions during peak times and staff absences.
This requires knowledge of both clerical and clinical non-physician office duties.
Other Duties:
Greets patients as they contact the center by telephone.
Schedule appointments as per established policies and procedures.
Answer all incoming calls and route them to the appropriate staff as needed.
Register all patients per registration protocols over the phone.
Work closely with other department on appointment scheduling and services offered to ensure smooth patient flow and cut down on waiting time.
Respond to patients' inquiries, requests, dispute over the phone, and route it to the appropriate department or staff.
Explain the services available, payment categories, and billing procedures.
Assist with developing, coordinating and recommending changes for the improvement of workflow in the program or section area.
May be assigned to various project lead roles to advance the development of the department and support ad hoc needs.
Able to work under minimal supervision.
Employee will be asked to perform additional duties and take on other responsibilities as dictated by events and circumstances.
Qualification/Education and/or Experience Requirements:
High school diploma or general education degree experience.
Minimum of 2 years of experience in a health care setting or comparable verifiable training/experience.
Bilingual in English and Spanish required.
Supervisory and leadership experience.
Multi-task oriented.
Excellent communication skills and problem solving abilities.
Patient service oriented.
Presents a professional, caring image to patients.
Exercises discretion and integrity when dealing with confidential material.
Performs duties in a professional and tactful manner.
Knowledge of medical terminology.
Possess professional attitude.
Maintains effective working relationship with physicians and supervisor.
Excellent interpersonal communication skills and the ability to work effectively with a diverse work force and client base.
Experience with information technology, electronic health records, medical records, culturally diverse populations and care of underserved populations.
Experience with database maintenance and reporting.
Knowledge of local health care environment.