Medical Call Center Manager - Northwest Austin - Texas Orthopedics (2380)

Reports to: Director of Patient Services

Department: Service Center

Status: Full-Time / Exempt

GENERAL JOB DESCRIPTION:

Responsible for administration of the Service Center (centralized appointment scheduling, registration specialists, and operators) department functions and personnel.

ESSENTIAL FUNCTIONS:

• Manages, directs and ensures accurate scheduling of physician schedules. Works closely with physicians and management team.
• Hires, trains, monitors and evaluates staff. Compiles departmental data on patient appointment call load and physician schedule capacity to ensure the schedules are maximized and that calls are answered most efficiently.
• Manages, directs and ensures accurate incoming call routing for the Operator team.
• Oversees the Registration team and works directly with the Registration Team Lead to ensure quality of all insurance verification and auditing processes align with department and practice goals
• Oversees orientation/training including cross-training requirements to ensure staff availability/coverage requirements caused by vacations, sickness, peak loads.
• Ensures positive customer service atmosphere and patient interactions through ongoing training/development/monitoring of staff. Seeks physician/staff feedback to ensure interactions are appropriate.
• Maintain an appropriate staffing level to handle incoming call volume and meet department’s metrics.
• Monitors/analyzes daily workload and productivity levels and reports to the Patient Services Director.
• Identify ways to improve patient access on an ongoing basis to facilitate efficiencies in staff and patient workflows.
• Oversees Schedule Changes processes and protocols. Works closely with the Schedule Coordinator to ensure all requests are being completed timely and patients are being contacted appropriately.
• Troubleshoot and research issues that arise to identify problems and develop recommendations for resolution.
• Maintain oversight of all software that pertains to department including troubleshooting issues, tracking challenges and enhancement requests, assisting with action items providing directives as needed to avoid delays.
• Oversees and maintains all physician and midlevel scheduling preferences by ensuring all information loaded in software is updated and functioning properly. Work closely with physicians and midlevels to review and capture information on a minimum biannual basis, if not requested sooner by providers.
• Work closely with Managers from other departments to ensure delivery of exceptional patient care and completion of company goals.
• Performs scheduling tasks as needed.
• Motivate staff for maximum work efficiency.
• Maintains strictest confidentiality.