Assistant Manager, Call Center Communications

MPV New Jersey MD Services, P.C. - Westwood, NJ (30+ days ago)

Minimum Education

  • Associates required, Bachelor's degree preferred
  • Higher education may be substituted for experience
Minimum Work Experience

  • 2 or more years or more experience in a Hospital or inbound medical customer service/call center setting
Required Licenses/Certifications

  • N/A
Required Skills, Knowledge, and Abilities

  • Excellent communication skills
  • Proficient with Outlook and working with dual monitors
  • Strong attention to detail
  • Familiarity with medical terminology
  • Ability to multitask, can work in a fast paced clinical environment, can engage patients, peers, and supervisors in a dedicated, comforting, respectful and effective way and has the ability to adapt to change.
  • Along with the Manager, Call Center, helps to successfully manage the daily operations of the Call Center and supervises the Patient Service representatives and Patient Service Coordinators
  • Participates in policy/procedure reviews for updating policies and procedures.
  • Acts as a resource to staff for addressing clinical, process, and system opportunities for improvement which promote excellence in care and clinical outcomes
  • Functions as Manager, Call Center in absence of Manager.
  • Functions as backup Call Center Patient Representatives as needed.
  • Serves as a member of organizational and departmental meetings, work groups, and committees as requested
  • Respond to incoming phone requests from patients, provider offices and hospitals with courteous and accurate information.
  • Utilize EMR to schedule, change or cancel appointments, register patients and accurately document all patient requests and information.
  • Utilize Outlook and phone system to coordinate with other staff members to resolved patient issues
  • Ensure call efficiency
  • Always use strong customer service skills to ensure patient and provider satisfaction.
  • Work professionally with all team members of the Call Center and all employees
  • Acting as a liaison with patients, referrals, general practitioners, health care professionals, and patient's family member in a compassionate and kind manner
  • Relaying and confidentially communicating both orally and in written form any notes or questions patients may have
  • Other office responsibilities, assigned by supervisor as deemed necessary