Specialist Senior, Call Center

We are recruiting for a motivated Specialist Senior, Call Center to join our team!

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Department

Appointment Center

Job Summary

Under general supervision, responsible for all quality assurance activities within the department; screens Call Center activity to ensure quality, customer service, and adherence to the policies and procedures of the organization. Serves as a resource to Call Center agents; acts as a liaison between the Appointment Center and Clinics by investigating and responding to customer issues and service problems facilitating resolution. Responsible for keeping up to date with agent performance expectations, maintaining professional and technical knowledge, preparing reports, collaborating with Leadership in identification of agent knowledge gaps and development/delivery of agent training materials critical to the success of the department.

Essential Functions:

• Responsible for conducting Quality Audits for all Call Center agents, meeting the performance standards associated with conducting an audit, and documenting analysis to ensure consistent quality of service and adherence to process/policy within the department. (10%)
• Demonstrate mastery and comprehension of quality standards for all Call Center functions participating in the Quality Assurance Program. (10%)
• Compile daily, weekly and monthly monitoring reports; maintain agent scoring forms and definitions. (10%)
• Achieve departmental productivity requirements including number of agents monitored and documented, completion of internal and external communications, and reporting as defined by Call Center Leadership. (10%)
• Act as a resource and provide recommendations to improve agent performance through changes in process flows, scripting, etc. (10%)
• Collaborate with Leadership in development/delivery of training materials that address identified deficiencies, trends, gaps and new processes or services, through performing various forms of monitoring. (10%)
• Independently handle and assist Agents, Clients and Patients with problem identification on any customer care issues and service problems, coordinate escalations, assess customer’s needs, and provide resolution seeking Leadership support appropriately. (5%)
• Support Call Center Leadership focus of key drivers, metrics and operational processes that drive balanced scorecard and improve customer experience. (5%)
• Meets with Call Center Leadership to review Agent performance. (5%)
• Train Agents as needed. (5%)
• Participate in monthly quality calibration sessions. (5%)
• Perform front line agent functions including taking calls, making outbound calls and other agent duties to ensure process knowledge is up to date. (5%)
• Understands standardized scheduling, rescheduling, and cancellation guidelines. Schedules to appropriate provider according to patient request, provider direction, and availability. (5%)
• Verifies and updates demographic, financial, guarantor, insurance and patient information for new and existing patients within the practice management/electronic health record and various Denver Health computer applications. (5%)

Education:

• High School Diploma or GED Required

Work Experience:

• Three years in a hospital/medical office setting preferred or relevant experience in a customer service business with the ability to relate to a diverse patient population. Required and
• Familiar with a variety of healthcare concepts, practices, and procedures. Required and
• CPT and ICD-9 coding experience is preferred.

Licenses:

Knowledge, Skills and Abilities:

• Ability to prioritize and perform a multitude of duties with attention to detail and a high level of accuracy in a fast paced environment relying on experience to accomplish goals.
• Knowledge of Commercial Insurance referral and authorization process is preferred.
• Able to type 25wpm and possess knowledge of PC applications (NT, Windows) and/or healthcare applications.

Shift

Work Type

Regular (0.5 FTE)

Salary

$20.43 - $28.60 / hr

Benefits

• Outstanding benefits including up to 27 paid days off per year, immediate retirement plan employer contribution up to 9.5%, and generous medical plans

• Free RTD EcoPass (pu