Call Center Supervisor

Description

Job Title: Call Center Supervisor

General Summary of Duties: Supervises the daily management of the call center which includes overseeing records management and patient referrals. Oversees a variety of duties, including, but not limited to patient scheduling, patient check-in/out, taking messages, verifying insurance information, entering charges and patient information into the EMR system, and answering patient questions. Trains new staff, ensures that call center staff are meeting established metrics. Handles escalated patient issues.

Supervision Received: Practice Manager 

Supervision Exercised: Call Center Staff

Typical Physical Demands: Requires sitting, some standing, stooping, and stretching. Occasionally may lift up to 30 pounds. Requires sufficient hand-eye coordination and manual dexterity to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.

Typical Working Conditions: Work is performed in an office environment. Involves contact with staff, patients, and visitors.  

Primary Duties/Responsibilities Include but is not Limited to:

• Responsible for supervising and providing support to call center staff. 
• Oversee patient registration, patient insurance, billing and collections to ensure accurate patient billing and efficient account collection.
• Broad knowledge of front office practices and procedures, including the Company’s Electronic Medical Records system (EMR).
• Broad understanding of insurance practices and procedures.
• Ensures that scheduling is conducted in a manner consistent with company policies
• Ensures compliance with regulations and standards of performance for quality care.
• Responsible for ensuring excellent patient and community partner experiences during phone interactions.
• Responsible for updating call center and communication procedures in conjunction with practice leadership
• Responsible for directly answering calls during anticipated times of high volume and sufficient coverage is not optimal.
• Maintain excellent customer service skills in dealings with patients, coworkers, and the public.
• Maintain patient confidentiality.
• Perform related work and other duties as required.

Performance Requirements:

Knowledge, Skills, and Abilities: Knowledge of medical office practices and procedures, including billing practices and procedures, patient record management. Experience as a call center team lead/supervisor or a medical front office team lead/supervisor

Education: High school diploma.

Experience:

1. Three to five years of supervisory call center or supervisory front office medical experience. 
2. Broad understanding of ICD-9 and CPT coding practices.
3. Proficiency in the use and application of personal computers and related software.
4. Broad understanding of insurance practices and procedures.
5. Broad understanding of medical terminology.

Certifications/License: None

Alternative to Minimum Qualifications: None

Requirements

MMR and Flu vaccinations required (unless approved for a medical or religious exemption)

PPD

Background and Drug test required