Call Center Rep Lead - Switchboard

Job : R-37665 Job Type: Full time Location: Kansas City, Kansas

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 perform 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 maintains 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 planning, development and implementation of events in Call Center such as National Customer Service Week.
• Maintain/update scheduling contact spreadsheet/guide for fax referral processing.
• Maintain/update on call system department schedules as needed.
• Maintain/update 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 brings 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 weekly referral…