Call Center Team Lead Level III

Job Details

Job Location
415 Columbia Rd - Dorchester, MA

Position Type
Full Time 30+ hours

Education Level
High School

Travel Percentage
Negligible

Job Category
Health Care

Description

Position Title: Call Center Team Lead Level III
Department: Call Center
Supervisor: Call Center Supervisor
Status/Hours per week: Non-exempt / 40 hours

Primary Function:
Provide exceptional and consistent customer service to all customers calling UCC's Call Center or walking in for services. Ensure that all callers or walk-ins to UCC experience timely, accurate and comprehensive service and responses to their inquiries or reason for call/walk-in. Follow all call and walk-in protocols as trained, including appropriate greeting, answering and handling of calls and/or walk-ins, patient identification, demographic, account, and insurance verification, PCP assignment, appointment history review and scheduling protocols, telephone encounter documentation, and accurate and complete data entry and documentation in all computer systems, including the Electronic Medical Record (EMR) system.

Level III Team Leads are cross trained in other related functional areas, such as Patient Check-In and Out in Primary Care Reception, Urgent Care Reception, BHSS Reception, Registration and the Information Desk. Level III Team Leads provide day to day leadership within the Call Center staff and provide new and existing staff with training, guidance and mentoring of Level I and Level II staff to be most successful performing the duties of their roles. Team Leads take consistent action to consistently improve the quality and performance of the Call Center and oversees the day-to-day operations of the Call Center assuring established workflows and protocols are followed. Team Leads also provide direct input to Call Center staff performance appraisals and corrective action and/or performance improvement plans.

Duties & Responsibilities:

• Ability to perform all emergency protocols, such as call codes and appropriate use of the overhead emergency paging system. Make patient outreach from assigned work queues, My Chart referrals, after-hours answering service follow up, and reminder calls.

• Support multiple clinical departments, such as Primary Care, Urgent Care, Women's Health, Behavioral Health, Specialties, including Dental and Eye.

• Follow all health center policies and procedures on patient confidentiality/HIPAA and all health center-wide guidelines.

In addition to all above listed duties outlined in the Call Center Receptionist Level II position description, a Level III Team Leader must also demonstrate consistent competence in the following tasks:

• Oversee the day-to-day operations of the Call Center and the staff.

• Provide training and resource support for all Call Center Receptionists in the Call Center including the customer service delivery and accuracy and comprehensiveness of the staff following the appointment scheduling and triage protocols and sending appropriate messages through the EMR.

• Delegate and assign tasks to the Call Center Receptionists and oversee the completion of these tasks. Tasks can include the re-schedule queue, answering service follow up calls, online appointment requests and Call Center pool requests from providers.

• Knowledge of Call Center system, including log in/out procedures, managing appropriate staffing levels for fluctuating volume of incoming calls; balance the needs of patients and other customers calling into the health center with the need for outreach calls to patients; and review of Call Center Reports to monitor and provide feedback on staff productivity in terms of volume of calls taken, volume of calls made (outreach), length of call, and hold time.

• Manage the day-to-day call quality monitoring program scoring the staff's customer service deliver y, accuracy and efficiency of calls handled.

• Accept and manage escalated calls from patients or other customers, with complaint or issues that The Call Center Staff could or should not manage independently.

• Assist with checking the provider call out line and scheduling template management within OCHIN such as blocking provider schedules as needed.

• Oversee the answering service portal, review and delegation of calls requiring follow up and identifying any urgent vendor or other issues that need to be addressed by management.

• Serve as liaison to the Urgent Care Department leadership and other staff to assure that urgent and/or sick patient calls are managed efficiently following protocols; assure staff are in compliance with protocols.

• Prepare reports for Call Center Productivity, call trends and Quality Scorecards

• Assure that staff access the EMR appropriately within standard operating procedures and protocols.

• Provide input to staff performance appraisals and corrective action or performance improvement plans as needed.

• Arrange to assist other department and functions as needed, such as pre-verification assistance for Reception

• Perform other duties as needed.

• Must be willing to work evenings, Saturdays, and /or Holidays.

Qualifications

Minimum Basic Knowledge:

• High School Diploma

• Bilingual language skills (Spanish or Portuguese Creole and English)

Experience & Qualifications:

• In addition to all competencies for a Level II, a Level III/Team Lead must also demonstrate consistent competence in the following tasks:

• Ability to handle escalated supervisor calls from staff.

• Knowledge of Urgent Care triage and scheduling criteria.

• Knowledge of Primary Care, Urgent Care, Women's Health, Behavior Health, Specialties including Eye and Dental appointment scheduling criteria.

• Sound judgement and ability to provide input around staff performance and corrective action.

• Proven ability to make recommendations to workflow improvements and protocols that benefits the patients and health center operations.

• Experience and demonstrated proficiency in computer systems and PC-based software such as EPIC and Dentrix.

• Ability to work with persons with disabilities and seniors.

• Ability to multitask on two computer systems as the same time

• Additional language capabilities strongly preferred.

• Demonstrated oral and written communication/documentations skills.

• Experience working in a fast-paced, diverse environment.

• Excellent communication skills.

• Excellent customer service skills.

• Excellent organization skills.

• Ability to work effectively within a team.

Independent Action:
As described above at "Duties & Responsibilities".

Supervisory Responsibility:
Coordinate all Telephone/Scheduling assignments with the assigned Telephone/Scheduling Staff and the Call Center Supervisor/Manager.

Define Access Level to PHI: Level 2: Authorized to access patient demographic data with only minimal reference to treatment or diagnostic information as needed to function. Staff in this category level should confine the use of PHI to the minimum necessary required and should not access or read parts of the medical record not needed to perform assigned duties.