Team Leader Call Center

POSITION SUMMARY:Under the direction and supervision of the Operations Manager, the Team Lead is responsible for monitoring and auditing the daily productivity and work of the Senior Patient Access Coordinators, Patient Access Coordinators and Patient Access Representatives. The Team Lead ensures the services provided meet the needs of our customers through ease of access and timely accurate collection and provision of information.

ESSENTIAL FUNCTIONS:

1. Ensures the integrity of the data in the hospital's information system, Epic, with respect to patient demographic, health insurance and appointment information.

2. Responsible for scheduling in all service areas.

3. Responsible for training new and existing staff members in registration and scheduling.

4. Monitor staff calls and conduct quality assessments ensuring the highest level of excellent customer service is provided to patients, medical office staff, colleagues and others.

5. Answer and complete requests from the Ophthalmology Express phone line.

6. Monitor, review and process email requests received in the Patient Access Contacts email mailbox in Outlook.

7. Monitor and answer Avaamo phone lines for patients that require further assistance.

8. Utilize Finesse to identify trends and issues within staff coverage and schedules.

9. Resource for the internal help line assisting staff with registration, scheduling or equipment issues.

10. Provide guidance and assistance to the Patient Access Coordinators and Pre-Registration Specialists as needed.

11. Coordinate, lead and monitor day to day activities of members of the team using Finesse

12. Review call recordings to provide constructive feedback and coaching

13. Complete daily and/or weekly assessments of staff.

14. Manages and optimizes the daily schedules throughout each shift

15. Act as a resource for staff who may need assistance with challenging calls.

16. Participate in team coverage for colleagues with the Team Lead role.

17. Represent the department on special projects and initiatives.

18. Assist with phone coverage as needed or directed.

19. Train staff on departmental policies, procedures and workflows.

20. Act as a liaison between staff and the supervisors and Operations Manager

21. Review and follow clinical guide instructions to effectively schedule appointments in provider schedules based on diagnosis and specialty.

22. Delivers outstanding customer service while answering a high volume of incoming calls.

23. Verifies patient health insurance using various methods including websites and NEHEN.

24. Applies knowledge of contracted health insurance participation to ensure accurate appointment scheduling.

25. Serves as a resource for patients and others with questions regarding registration, health insurance eligibility and benefits.

26. Accurately reviews and assesses coordination of benefit information.

27. Documents accurate information on all patient accounts to ensure an effective workflow throughout the organization.

28. Responsible for resolving registration-related edits within various work queues.

29. Serve as a registration, referral and authorization resource for patients and colleagues.

30. Demonstrates ability to handle difficult situations by using effective problem solving skills.

31. Collaborates with colleagues to ensure a positive and effective patient experience.

32. Demonstrates ability to work independently and as part of a team in a fast paced environment with constant interruption.

33. Flexible availability to accommodate work coverage requests.

34. Able to accurately type at least 40 words per minute.

35. Relates effectively to various types of customers in a professional and courteous manner.

36. Utilizes supervisor or manager to resolve issues/concerns as needed.

37. Attends and participates in departmental meetings.

38. All other duties as assigned.

Qualifications

EDUCATION AND EXPERIENCE:Requires a professional, service-oriented individual with strong organizational skills and sound judgment, an independent thinker with the ability to work under limited supervision. Must possess a high school diploma or GED..

WORKING CONDITIONS:Mental and visual attention requiring combination of alertness and manual dexterity when typing/using a computer or laptop. This is a work from home position, must have internet access and a workspace free from others in the home. High volume of inbound phone calls. High volume of interaction with personnel/customers.

REQUIREMENTS:Must be able to read and write fluently in English, spoken languages other than English is a plus. High volume of telephone work with patients, clinical staff and colleagues. Casual business attire is required when onsite at Assembly Row. This is an essential employee role. During a state of emergency or disaster that may impact the operations of the Hospital, all employees in this role could be required to report for duty.

EEO Statement

Massachusetts Eye and Ear is proud to be an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are made without regard to race, color, age, gender, gender identification, sexual orientation, religion, marital status, sex, pregnancy or conditions related to pregnancy, national origin/ancestry, citizenship, disability, military status, genetic information, or any other basis prohibited by law. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, training, and career development programs.