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
