Call Center Rep Lead - Switchboard

Position Summary / Career Interest:

* This Lead position will work 3rd shift - 11pm to 7am. Ensures that Call Center Representatives are responding appropriately and in a timely manner to all communication methods including faxed referrals, group voice mail messages, individual voice mail, individual and group e-mail, Internet request for callbacks, and returned mail; ensures all of these transactions are documented in Call Center software; ensures that Call Center Representatives complete their assigned daily tasks. Serve as additional back-up to perform all daily tasks of Call Center Reps.


Responsibilities and Essential Job Functions

• Ensures that Call Center Representatives are responding appropriately and in a timely manner to all communication methods including faxed referrals, group voice mail messages, individual voice mail, individual and group e-mail, Internet request for callbacks, and returned mail.  Ensures all of these transactions are documented in Call Center software
• Ensures that Call Center Representatives complete their assigned daily tasks.  Serve as additional back-up to perform all daily tasks of Call Center Reps.
• Ensures that Call Center Representatives performed outbound class reminder calls unless calls are being made by Voice Blast reminder system
• Assist Supervisor in ensuring that Call Center Representatives follow the hospital policies and procedures as well as department policies, procedures and protocols.
• Serve as a resource person for the call center representatives in the absence of the Supervisor.
• Serve as a contact person for the Clinic Managers, Clinic Schedulers and Jayhawk Clinics in the absence of the Supervisor.
• Adjust Call Center Representatives duties (if needed) in the absence of the Supervisor.
• Ensures that there is adequate phone coverage during the day and maintaining great customer service in the absence of the Supervisor
• Assists with irate callers in the absence of the Supervisor
• Assists Supervisor with daily functions of the Call Center
• Assists with distributing database work and other projects assigned to the Call Center
• Serves as a liaison between the general calling public and all University of Kansas Hospital clinical professionals and staff.
• Participates in the training and monitoring of progress of new call center representatives.
• Assist with keeping Call Center Representatives informed of physician changes, scheduling number changes, new How Heard and Transfer codes, etc.
• ADMINISTRATIVE • Administer Weekly and Monthly Call Center Incentive program/contest.  Work with Supervisor and Manager on planning and development of weekly/monthly contest and criteria on which to focus • Assists Supervisors and Manager with panning, development and implementation of events in Call Center such as National Customer Service Week • Maintain/up-date scheduling contact spreadsheet/guide for fax referral processing • Maintain/update on call system department schedules as needed. • Maintain/up-date medical records contact spreadsheet/guide for fax referral processing • Check and document low patient satisfaction surveys in patient satisfaction survey log • Assist Supervisor on follow-up on fax referral update requests from referring physician inquiries • Provides administrative assistance in the maintenance of the call center’s software and hardware. • Assures that medical records and insurance referrals are e-mailed to the appropriate clinic contacts in a timely manner • Assists with gathering and maintaining information for all databases • Polls Reps on topics needing to be addressed and bring list of topics to Supervisor prior to weekly/monthly meetings. • Assist with preparation and distribution of daily, weekly, monthly and quarterly reports regarding call volumes, referrals and other statistics
• CALL CENTER OPERATIONS • Assists with maintaining and updating all departmental databases, including provider, caller, and insurance databases. • Assists with the preparation and distribution of daily, weekly, monthly, quarterly, • annual and ad hoc reports regarding call center volume, patient referrals, • appointments, physician usage and other statistics. • Assists with checking/verifying with weekly referral reports for accuracy and time guidelines for processing fax referrals • Assist with logging fax referrals and working purple folders as needed • Assists with gathering and inputting demographic information for internal and external physicians and staff to ensure that physician profiles are updated.  Add and update physicians in the referring physician database.  Add and update mid-level providers in the on-staff physician database • Assists with making changes to classes, fulfillment and lead ids in Call Center software and ensuring appropriately displayed on website • Performs outbound tele-services as needed. • This position may include any or all of the above listed duties as well as other duties as assigned. • Administer Voice Blast call reminder system on larger classes to perform class reminders to enrollees • Assists with operations of the call center for The University of Kansas Hospital to establish and enhance market-driven relationships • With the aid of the call center software and scheduling software, provides rapid and professional response to all physician and consumer inquiries and appointment requests.  • Locate appropriate physicians/services for callers and facilitates the connection of the two.  Pages physicians as needed. • Collects and inputs demographic information on all new callers and updates demographic information, as appropriate, on all repeat callers.
• Performs routine back-up functions for the call center to ensure constant data Integrity.
• Ensures accurate appointment scheduling according to template guidelines.
• Distributes messages appropriately to departments and primary care health centers.
• Communicates with departments and primary care health care centers for accurate and efficient scheduling.
• Distributes calls accurately and appropriately to departments and primary care health centers.
• Confirms next day appointments and updates computer to reflect confirmation.
• Completes callbacks, provides follow-up materials, prepares written correspondence, generates faxes and electronic messages with accuracy and attention to detail.
• Assists with gathering and maintaining up-to-date information hospital services and programs, including folder material, collaterals, binders, mailings, etc.
• Act as relief for  Shift Supervisor, Supervisor or Manager Coverage
• Assist with Pager Programming
• Mentor new hires through mentoring program
• Manages the floor staff and acts as go to person for any questions.
• Keep Call Center staff updated with day to day changes
• Monitor Break/Lunches to ensure breaks and lunches are being taken during non peak hours.
• Report  policy /procedure issues to Supervisors and/or Managers
• Manage the call que(s)
• Prepare daily, weekly and monthly reports
• Manage downtime process (s) as needed for computer, software, phone and/or paging outages.
• Act as go to person for escalated calls.
• Assist Call Center trainer with training as needed.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate or GED.
• 4 or more years of experience as a Call Center or Customer Service Representative in a fast-paced environment with leadership abilities.

Preferred Education and Experience

• Associates Degree in communications, business or health care administration.

Knowledge Requirements

• Exceptional verbal and written communication skills.
• Exceptional computer software skills. Ability to work with a wide variety of software needs.
• Ability to interact and communicate with a diverse population using sensitivity, tact and discretion.
• Ability to coordinate activities or tasks for diverse teams.
• Ability to foster a positive and productive work environment, with ability to lead, build teams and motivate staff.
• Ability to handle multiple projects and prioritize requests.
• Ability to plan and make a decision by using logic to identify key facts, explore alternatives and propose quality solutions.

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.