Responsibilities include overseeing the operations of the call center and supervison of call center personnel. Responsible for initial and ongoing training for all call center functions including appointment/scheduling procedures while adhering to all CUMC/HIPAA guidelines. Create and update training documents as necessary. Expedite patient flow, oversee patient concierge functions: oversee appointment process while working in tandem with the precertification team. Ensure that customer service guidelines are uniformly followed by each staff member. Oversee staffing levels to ensure adequate coverage and provide additional support as necessary.
Work in tandem with practice manager ensuring continual communication regarding emerging practices issues.
Assist Practice Administrator with ongoing facility operation projects including but not limited to equipment upgrades and implementation of new software.
Provide immediate assistance to radiologists for daily operation issues.
Hiring, training and performance appraisals of call center staff.
Assist in developing appointment scheduling procedures using tools based on CU and facility policy to enhance job performance of appointment desk customer service representatives.
Monitor efficacy of procedures, making recommendations for productivity improvement.
Monitor compliance with department protocols related to registration, re-training or disciplining staff as indicated.
Create staffing schedules to ensure coverage based on practice guidelines. Review and approve time off requests for appointment staff.
Prepare the payroll (corrections, adjustments etc.) for review before submission to Practice Administrator.
High School Diploma, BA/BS preferred
Minimum five years of physician practice experience at front desk; two years of experience in a Radiology Practice, superior interpersonal and communication skills; IDX knowledge, 1 years supervisory experience