Call Center Supervisor (Medical Office)

• Provide oversight to call center staff.
• Responsible for handling calls that are escalated by call center staff.
• Responsible for leading call center operations and working with call center staff, administrative, and clinical staff to continuously improve call center operations.
• Ensures that calls are handled in accordance with organizational procedures.
• Ensures scheduling is conducted in a manner consistent with organizational procedures.
• Ensure patient information is accurate including billing information.
• Responsible for monitoring calls.
• Responsible for directly answering calls during high volume times.
• Send patient and referring providers information as needed.
• Obtain external medical reports and maintain patient records as required by medical professionals.
• Additional duties as assigned.

Minimum Requirements

• High School Diploma or Equivalent, or related experience.
• Prior healthcare call center experience.
• Prior supervisory experience.
• Strong interpersonal customer service skills, including effective listening, clear verbal and written communication, problem solving skills.
• Ability to master multiple software systems to input and retrieve data.
• Ability to master ophthalmology and retina terminology.

Preferred Requirements

• Previous experience in a medical practice.
• Prior leadership experience in a medical call center.
• Bilingual – Spanish.

Essential Job Functions

• Ability to communicate effectively in writing and verbally via telephone.
• Frequent use of computer terminal to read and write.
• Frequent bending, reaching, sitting, repetitive hand movements, and lifting up to 10lbs.

Additional Details

• Monday – Friday schedule (8am – 5pm).
• Salary pay (FLSA exempt, ineligible for overtime).