Responsibilities:
· Supervise and motivate a team of call center agents to meet or exceed performance targets (call quality, accuracy, productivity)
· Develop and implement training programs to enhance team skills and product knowledge
· Manage daily operations (Manage employee timesheets)
· Analyze call center metrics to identify areas for improvement and develop action plans
· Coordinate with other departments to ensure seamless communication and issue resolution
· Handle escalated customer concerns with professionalism and effective negotiation skills
· Route clinical calls to appropriate medical staff following clinic protocols
· Manage all inbound and outbound calls for all facilities in a timely manner.
· Accommodate scheduling needs of existing patients including future appointments.
· Ensure that all providers have a set schedule
· Work on any adjustments needed for all providers
· Make outgoing confirmation and follow up calls if needed.
· Make outbound calls to re-establish patient care
· Screen and route patient calls to other departments ensuring accurate registration.
· Enter all patient date into electronic medical record with in a timely manner from phone contact before meeting with physician.
· Assist other members from other departments if needed.
-Must be Bilingual, Fluent in Spanish (Required)
Job Type: Full-time
Pay: $16.00 - $19.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
