Medical Call Center Supervisor
Company: Fenway Health
Location: Boston
Posted on: April 16, 2024
Job Description:
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Job Type
Full-time
Description
Under the supervision of the Medical Call Center Manager, the
Medical Call Center Supervisor is responsible for supervising
personnel, communicating regularly with staff, identifying
opportunities to improve the patient experience, ensuring adequate
staffing to meet operational needs, providing feedback, carrying
out organizational and departmental policies and procedures, and
recruiting/retaining/training staff.
The Medical Call Center Supervisor demonstrates and holds the MCC
team accountable for excellent customer service in order to create
an exceptional first impression of services to the patients,
families, and all other parties that interact with the Medical Call
Center. The Medical Call Center Supervisor is an active member of
the MCC Team and will take calls with the MCC Team when not
completing supervisory duties.
Representative DutiesProvide Excellent Customer Service
- Greet each client in warm, welcoming, and professional
manner
- Log information on calls received, where required to maintain
detailed and accurate records
- Provide clients with correct and accurate information regarding
Fenway Health services and providers
- Refer unusual or difficult situations to MCC Manager
- Act as a liaison for the patient and health center by
troubleshooting patient needs to secure a 1 to 2 call
resolution
- At all times maintain patient confidentiality
- Establish and maintain effective working relationships with
co-workers, supervisors and the general public
- Schedule appointments according to established procedures
- Schedule appointments according to patient needs and provider
availability
- Follow established scheduling procedures for booking,
cancelling, rescheduling appointmentsDocument Caller Requests in
EMR and Route to Appropriate Team Member
- Using standardized workflows, document caller needs within EMR
based on reason for call
- Accurately record patient request in EMR document
- Determine how to best serve caller's request by referencing
established work flows (ex: medical advice call flow, prescription
request call flow, records request call flow)Data Analytics:
Generate Call Center Performance Reports
- Run performance reports as directed by the MCC Manager
- MCC Metrics (call volume, answered, missed, abandoned,
etc.)
- MCC Agent Performance Metrics
- Under the direction of MCC Manager communicate metrics with MCC
Team on a regular basisAssist MCC Manager with Training,
Recruitment and Supervision of MCC Team
- Assist with onboarding and training new staff
- Contribute to orientation and training planning and
development
- Promote, facilitate, and provide quality efficiency, one call
resolution, and patient satisfaction
- Assist Call Center staff with escalation calls
- Assist MCC Manager with investigation and resolution of patient
feedback reports and incident reportsPosition-Specific Competencies
- Able to relate appropriately to, communicate effectively with,
and develop trusting relationships with leadership and MCC
Team
- Demonstrates flexibility regarding job duties and assignments
and be open and willing to engage in change and innovation
- Ability to travel to various clinics, as required
- Ability to work well under pressure and multi-task with minimal
supervision.
- Understands the importance of maintaining confidentiality; able
to maintain strict confidentiality standards
- Understanding of medical terminology
- Demonstrate a high degree of tact and diplomacyMeet agency
participatory expectations
- Adheres to all agency and departmental policies and
procedures
- Participates in quality assessment and improvement activities
as requested
- Adheres to the highest principles of patient and client
confidentiality
- Adheres to established safety policies, procedures and
precautions; identifies potential or actual unsafe situations in
the environment and takes measures to rectify the situation
- Attends all required meetings, in-services and professional
trainings
- Maintains professional competence necessary to perform job
responsibilities; maintains and provides agency with records of
continuing education activities
- Serves on agency committees and in professional organizations
when requestedPerform related duties as assigned
Requirements
- High school diploma/GED required
- 2 years of experience working in an inbound call center
- Previous experience supervising employees, or experience with
employee oversight and development including training, assigning
and directing work/assignments
- Strong computer and typing skills
- Ability to work cooperatively as part of a team
- Strong customer service and problem-solving skills
- Familiarity with the LGBTQIA community and people living with
HIV/AIDS as well as a commitment to community health
- Proficiency in written and spoken English
- Ability to work harmoniously and effectively with colleagues,
patients, clients and vendors across the spectrum of diversity,
including but not limited to race, ethnicity, color, gender
identity, sexual orientation, age, socio-economic status, national
origin and immigrant status, religious or spiritual identity,
disability (physical, mental, emotional and developmental), veteran
status, and/or limited English proficiency.
- Willingness to contribute towards Fenway's efforts in becoming
an anti-racist organization and promoting a culture dedicated to
ongoing development in service of humility, equity, diversity,
inclusion, and belonging, where differences are acknowledged and
valued.Preferred Qualifications:
- 2 years of experience in a medical setting
- Experience with electronic medical records (Epic experience a
plus)
- BilingualThis position requires the ability to interact
positively, constructively and effectively with staff, providers,
and other departmentsPhysical Requirements:
- Ability to meet the following physical requirements with or
without reasonable accommodation:
- Sit at a computer station for extended periods of time
- Ability to keyboard for extended periods of timeWe offer
competitive salaries, and for those who qualify, an excellent
benefits package; including comprehensive medical and dental
insurance plans, and a retirement plan with employer match. We also
provide 12 paid holidays, paid vacation, and more.LGBTQIA+
identified persons, Black, Indigenous, and other people of color
(BIPOC), and individuals from other historically underrepresented
communities are strongly encouraged to apply.
Salary Description
$48,600-$56,100
Keywords: Fenway Health, Lynn , Medical Call Center Supervisor, Healthcare , Boston, Massachusetts
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