Job Description

ESSENTIAL FUNCTIONS

• Monitor phone queue to help evaluate data regarding inbounds calls, call waiting times, abandonment rate, etc. Identify
  any issues and escalate to Senior Management.
• Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly.
• Assist in Quality Audits through silent call monitoring, y-jacking, and call recordings.
• Responsible for supervising, directing, and developing the scheduling team.
• Maintains positive leadership and gives frequent performance feedback and encourages two-way participation of ideas.
• Responsible for holding employees accountable for results through coaching and development of action plans.
• Works cohesively with the Senior Leadership on performance management of team including reviews, corrective action,
  mentoring, and performance improvement plans.
• Assist in interviewing and hiring of team members.
• Responsible for handling escalated phone calls regarding scheduling or paging issues.
• Communicate as needed to keep the staff up to date with the changes in the company and important announcements.
• Monitor and manage the productivity and performance of assigned employees including reporting daily/weekly/monthly
  department metrics to Senior Leadership.
• Ability to be empathetic to patient’s needs and concerns and provide training and guidance to the agents to do the same.
• Ensure strict confidentiality of all health records, member information and meet HIPAA guidelines.
• Support and comply with all company policies and procedures.
• Participates in department meetings as assigned. (Saturday meetings may be required)
• Tasked with special project initiatives and outcomes.
• Must be able to meet deadlines given by Senior Management.
• Works with sensitive and confidential materials and must be able to exercise discretion.

EDUCATION

• High school diploma/GED or equivalent working knowledge preferred.

EXPERIENCE

• Requires 1 or more years’ experience in a supervisory or leadership role.
• Previous experience working within a call center is preferred.
• Proven leadership skills with an ability to motivate with a positive attitude that impacts others in a positive way.
• Excellent organizational skills and strong customer service orientation are required with strong background with computers and data entry.

KNOWLEDGE

• Knowledge of medical terminology, ICD and CPT.
• Federal, state and HIPAA privacy regulations.
• Knowledge of scheduling patients in a clinic/medical practice setting.

SKILLS

• Analytical and problem-solving capabilities.
• Establishing metrics and clear objectives including performance management.
• Effectively managing multiple projects simultaneously.
• Effective verbal and written communication skills.
• Represent The CORE Institute in a professional manner related to appearance, communication and the maintenance of
  patient confidentiality.