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’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 makin