LEAD SCHEDULING CTR REP

Summary

Position Summary : Provides day-to-day oversight of call center operations and assures the scheduling team performs to expected targets. Tasks : Include but are not Limited to :

• Answers the telephone in a pleasant manner and in accordance with departmentally approved scripts
• Works with the patient and or family member and the appropriate physician or responsible staff members to address the patient's needs in a timely and professional manner.
• Monitors daily call volumes and answer times and works collectively as a team to assure performance targets as established by the organization and department, and from time to time updated, are consistently met.
• Schedules all patient appointments coming through the main appointment line or through the on-line appointment requests. Demonstrates the proper call handling and scheduling protocols for the team.
• Collects all required information during the appointment call and accurately enters the information into the designated scheduling system. Captures and accurately records required patient financial and demographic information as part of the appointment process.
• Position is responsible for training all call center employees, with special emphasis on new hires, templates and schedules.