Medical Call Center Supervisor

Cambridge, MA, United States

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Job Type

Full-time

Description

Under the supervision of the Medical Call Center Manager, the Medical Call Center Supervisor is responsible for supervising personnel, communicating regularly with staff, identifying opportunities to improve the patient experience, ensuring adequate staffing to meet operational needs, providing feedback, carrying out organizational and departmental policies and procedures, and recruiting/retaining/training staff.

The Medical Call Center Supervisor demonstrates and holds the MCC team accountable for excellent customer service in order to create an exceptional first impression of services to the patients, families, and all other parties that interact with the Medical Call Center. The Medical Call Center Supervisor is an active member of the MCC Team and will take calls with the MCC Team when not completing supervisory duties.

Representative Duties

Provide Excellent Customer Service

Greet each client in warm, welcoming, and professional manner

Log information on calls received, where required to maintain detailed and accurate records

Provide clients with correct and accurate information regarding Fenway Health services and providers

Refer unusual or difficult situations to MCC Manager

Act as a liaison for the patient and health center by troubleshooting patient needs to secure a 1 to 2 call resolution

At all times maintain patient confidentiality

Establish and maintain effective working relationships with co-workers, supervisors and the general public

Schedule appointments according to established procedures

Schedule appointments according to patient needs and provider availability

Follow established scheduling procedures for booking, cancelling, rescheduling appointments

Document Caller Requests in EMR and Route to Appropriate Team Member

Using standardized workflows, document caller needs within EMR based on reason for call

Accurately record patient request in EMR document

Determine how to best serve caller's request by referencing established work flows (ex: medical advice call flow, prescription request call flow, records request call flow)

Data Analytics: Generate Call Center Performance Reports

Run performance reports as directed by the MCC Manager

MCC Metrics (call volume, answered, missed, abandoned, etc.)

MCC Agent Performance Metrics

Under the direction of MCC Manager communicate metrics with MCC Team on a regular basis

Assist MCC Manager with Training, Recruitment and Supervision of MCC Team

Assist with onboarding and training new staff

Contribute to orientation and training planning and development

Promote, facilitate, and provide quality efficiency, one call resolution, and patient satisfaction

Assist Call Center staff with escalation calls

Assist MCC Manager with investigation and resolution of patient feedback reports and incident reports

Position-Specific Competencies

Able to relate appropriately to, communicate effectively with, and develop trusting relationships with leadership and MCC Team

Demonstrates flexibility regarding job duties and assignments and be open and willing to engage in change and innovation

Ability to travel to various clinics, as required

Ability to work well under pressure and multi-task with minimal supervision.

Understands the importance of maintaining confidentiality; able to maintain strict confidentiality standards

Understanding of medical terminology

Demonstrate a high degree of tact and diplomacy

Meet agency participatory expectations

Adheres to all agency and departmental policies and procedures

Participates in quality assessment and improvement activities as requested

Adheres to the highest principles of patient and client confidentiality

Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation

Attends all required meetings, in-services and professional trainings

Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities

Serves on agency committees and in professional organizations when requested

Perform related duties as assigned

Requirements

High school diploma/GED required

2 years of experience working in an inbound call center

Previous experience supervising employees, or experience with employee oversight and development including training, assigning and directing work/assignments

Strong computer and typing skills

Ability to work cooperatively as part of a team

Strong customer service and problem-solving skills

Familiarity with the LGBTQIA community and people living with HIV/AIDS as well as a commitment to community health

Proficiency in written and spoken English

Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.

Willingness to contribute towards Fenway's efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.

Preferred Qualifications:

2 years of experience in a medical setting

Experience with electronic medical records (Epic experience a plus)

Bilingual

This position requires the ability to interact positively, constructively and effectively with staff, providers, and other departments

Physical Requirements:

Ability to meet the following physical requirements with or without reasonable accommodation:

Sit at a computer station for extended periods of time

Ability to keyboard for extended periods of time

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more.

LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.

Salary Description

$48,600-$56,100

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