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Job Details

Supervisor, Centralized Call Center

Category: Professional and Management
Malden, MA

Department: Centralized Scheduling & Registration
Employment Type: Full Time
Job Type: Non-Union
Work Shift: Days
Work Days: 8:30-5 and as needed
Hours/Week: 40
Date Posted: 08/01/2017
Requisition Number: hrq-77178

Job Details

  • Job Duties:

    • Serve as the key contact in the supervision of the PMR staff, which includes scheduling, training, performance feedback, and monitoring calls for quality and training purposes. • Serve as the contact person between Centralized Scheduling and Registration and the Health Centers, involving the Practice Manager when appropriate • Triage patient calls to determine if an appointment is needed. Respond to or redirect telephone calls to appropriate staff or departments. • Oversee all appointment scheduling activities and ensure that appointments are scheduled according to protocol, and schedules are set in collaboration with Center provider needs. • Assess department needs and manage the development of Centralized Scheduling Policies and Procedures. Communicate any changes to Centers in conjunction with Practice Manager. • Monitor phone system to minimize wait times, hold times and call abandonment. Produce and analyze call reports to optimize staffing levels. • Work as an information source to answer Patient Service Representative questions, assigning tasks, and follow-up with staff to improve service to patients. • Ensure that interpreters have been ordered for patients as well as cancellation and reschedule reports have been worked. • Follow up on patient complaints and comes up with an appropriate resolution. • Order supplies and materials as needed in a timely manner. • Request maintenance repairs of equipment when needed. • Work on projects or other duties as assigned. Skills and Abilities • Monitors all call center staff functions - Runs daily phone reports - Monitors department tasks and manages skillset assignment for Agents - Updates Staffnet primary care access sheet -Maintains primary care booking guidelines - Manage staff time off requests, coverage assignments, productivity and performance - Completes/contributes to staff performance evaluations - Participates in LEAN project meetings


    Education/Training: Associates degree or comparable work experience. Work Experience: PMR and call center experience required. Lead experience in call center setting preferred • Excellent Epic skills, proficient in use of Passport • PC skills, Excel, PowerPoint, Google suite, AVIA telecom software system • Excellent communication skills, written and verbal • Must have the ability to inspire and support staff, gain trust and promote teamwork. Capability of building an effective relationship with staff and management. • Strong planning and prioritizing skills. Strong ability to produce and analyze data to create action plans based on that data. • Excellent decision making and communication skills. • Must be able to perform well under pressure.



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