PRIMARY FUNCTION:

To ensure efficient daily operation of the Access Center, ensuring adequate staffing and to provide supervision of the

Customer Service Specialists and Access Center Scheduling coordinators. To service as the contact center

expert with advanced capability of performance expectations. Demonstrate high performance in all workflow process,

behavioral expectations, and call center expertise.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Responsible for monitoring call center practice queues, including customer and patient satisfaction, personnel management, quality management.
• Responsible for proactively collaborating with Director and Practice Leadership on an ongoing basis, to ensure each party's needs are met, to troubleshoot issues as needed, and to plan for and address practice changes that impact scheduling processes or call volume.
• Knowledgeable in core non-clinical business processes and the work performed in various departments
• Monitors workflow and call queues to ensure metrics are achieved; ability to prioritize and multi-task daily
• Accountable for the team's performance in both statistical and quality metrics
• Stays educated on all procedures and changing requirements for Medical Group Practices; keeps team members apprised of policy changes
• Communicates effectively with other departments and management to resolve problems/expedite work
• Maintains a high level of confidentiality
• Quickly identifies performance or attendance issues and creates action plans to address
• Values all team member contributions; provides encouragement and recognition to ensure a high performing and

engaged team

• Makes recommendations to management concerning team member career progression, implementation of new ideas or improvement of existing work processes
• Coordinate staff schedule, tracking staff time and attendance, monitors lunch/breaks informing manager consistently of any barriers to metrics
• Provide daily supervision to Customer Service Specialists and be available/ visible for staff questions and advice
• Conduct daily/weekly huddles regarding Customer Service Specialists performance to dashboards and practice SLA's
• Ensures staff have proper equipment, protocols, guidelines, job aids, and other training materials at workstations and informs Manager of equipment and material needs as necessary
• Ensure staff is providing immediate service recovery using HEAT/AIDET and intervening as necessary
• In coordination with the manager reviews the daily/weekly/monthly activities of team members
• Perform daily/weekly Call Quality Audits in coordination with the Trainer and QA Team
• Complete monthly coaching sessions in a timely manner
• Serves as a lead expertise and resource for Customer Service Specialists
• Participates in the interview process as requested by Director
• Responds accurately to a high volume of calls demonstrating exceptional customer service skills
• Receives and responds to all incoming calls, scheduling, registration, phone notes, detailed documentation
• Demonstrates sound judgement of escalating urgent calls
• Utilization of computer, software, and telecommunications equipment
• Interacts with patients, LPNs, nurses, physicians, and practice staff to provide accurate communication
• Performs assigned work safely, adhering to established departmental safety rules and practices; reports to Director in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients, and visitors.
• Complies with and enforces all CCHS policies and procedures
• Comply with all HIPAA and JCAHO regulations.
• Performs other related duties as required

EDUCATION AND EXPERIENCE REQUIREMENTS:

High school graduate: Certificate Program or bachelor's degree preferred

2 years prior call center experience customer service, medical office related, and supervisory skills required.

Computer and key boarding skill required

Healthcare call center experience preferred.

An equivalent combination of education and experience may be substituted

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.