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About the Role

Responsible for the administration of the Service Center, including centralized appointment scheduling, registration specialists, and operators, as well as departmental personnel.

Responsibilities

Manages, directs, and ensures accurate scheduling of physician schedules.
Works closely with physicians and the management team.
Hires, trains, monitors, and evaluates staff.
Compiles departmental data on patient appointment call load and physician schedule capacity to ensure schedules are maximized and calls are answered efficiently.
Manages, directs, and ensures accurate incoming call routing for the Operator team.
Oversees the Registration team and works directly with the Registration Team Lead to ensure quality of all insurance verification and auditing processes align with department and practice goals.
Oversees orientation and training, including cross-training requirements, to ensure staff availability and coverage for vacations, sickness, and peak loads.
Ensures a positive customer service atmosphere and patient interactions through ongoing training, development, and monitoring of staff.
Seeks physician and staff feedback to ensure interactions are appropriate.
Maintains appropriate staffing levels to handle incoming call volume and meet department metrics.
Monitors and analyzes daily workload and productivity levels and reports to the Patient Services Director.
Identifies ways to improve patient access on an ongoing basis to facilitate efficiencies in staff and patient workflows.
Oversees Schedule Changes processes and protocols.
Works closely with the Schedule Coordinator to ensure all requests are completed timely and patients are contacted appropriately.
Troubleshoots and researches issues to identify problems and develop recommendations for resolution.
Maintains oversight of all department-related software, including troubleshooting issues, tracking challenges, and enhancement requests, and assisting with action items by providing directives as needed.
Oversees and maintains all physician and midlevel scheduling preferences by ensuring all information loaded in software is updated and functioning properly.
Works closely with physicians and midlevels to review and capture information on a minimum biannual basis.
Works closely with Managers from other departments to ensure delivery of exceptional patient care and completion of company goals.
Performs scheduling tasks as needed.
Motivates staff for maximum work efficiency.
Maintains strictest confidentiality.

Requirements

Minimum of five years of progressively responsible customer service positions.
Two years of supervisory experience in a call center setting preferred.
Previous medical experience preferred.
Adequate visual acuity to read.
Ability to interpret and understand written material.
Ability to handle occasional stress in dealing with customer problems.
Ability to continuously handle multiple tasks simultaneously.
Ability to work as part of a team.

Skills

Knowledge of customer service concepts and business methods.
Knowledge of organization policies, procedures, systems, and objectives.
Knowledge of Athena Electronic Medical Record preferred.
Skill in effective management of receptionist staff.
Knowledge of basic health insurance plans.
Skill in appropriate collection, analysis, and presentation of staffing, productivity, and cost data on a routine and special-project basis.
Skill in exercising initiative, judgment, problem-solving, and decision-making.
Ability to use interpersonal skills to establish and maintain relationships with patients and staff.
Ability to analyze workload requirements and schedule receptionists appropriately.
Ability to communicate clearly and effectively in writing and verbally.

Location

Austin, TX 78759

Work Type

Full-Time

Experience Level

Minimum of five years progressively responsible customer service positions
Two years supervisory experience in a call center setting preferred

Education Level

Bachelor’s degree preferable

Salary/Compensations

$41,600.00 - $75,000.00

About the Company

Job Category: Health Care