Call Center Rep Lead - Switchboard; Tues​/Wed off

Call Center Rep Lead - Switchboard (3pm-1130pm Tues/Wed off) page is loaded

Call Center Rep Lead - Switchboard (3pm-1130pm Tues/Wed off)
Apply locations Kansas City, KS time type Full time posted on Posted 30+ Days Ago job requisition  R-37665

Position Title Call Center Rep Lead - Switchboard (3pm-1130pm Tues/Wed off)
Nights - Full Time Bell Hospital Position Summary / Career Interest:

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’ssoftware 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…