Call Center Rep Lead

Responsibilities

• Ensures that Call Center Representatives are responding appropriately and in a timely manner to all communication methods including faxed referrals, group voice mail messages, individual voice mail, individual and group e-mail, Internet request for callbacks, and returned mail.
• Ensures all of these transactions are documented in Call Center software.
• Ensures that Call Center Representatives complete their assigned daily tasks.
• Serve as additional back-up to perform all daily tasks of Call Center Reps.
• Afford assistance in performing outbound class reminder calls unless calls are being made by Voice Blast reminder system.
• Afford assistance in ensuring that Call Center Representatives follow the hospital policies and procedures as well as department policies, procedures and protocols.
• Afford assistance as a resource person for the call center representatives in the absence of the Supervisor.
• Afford assistance as a contact person for the Clinic Managers, Clinic Schedulers and Jayhawk Clinics in the absence of the Supervisor.
• Adjust Call Center Representatives duties (if needed) in the absence of the Supervisor.
• Afford assistance in maintaining great customer service in the absence of the Supervisor.
• Afford assistance in assisting with irate callers in the absence of the Supervisor.
• Afford assistance in assisting Supervisor with daily functions of the Call Center.
• Afford assistance in distributing database work and other projects assigned to the Call Center.
• Afford assistance in serving as a liaison between the general calling public and all University of Kansas Hospital clinical professionals and staff.
• Afford assistance in participating in the training and monitoring of progress of new call center representatives.
• Afford assistance in providing administrative assistance in the maintenance of the call center’s software and hardware.
• Afford assistance in ensuring that medical records and insurance referrals are e-mailed to the appropriate clinic contacts in a timely manner.
• Afford assistance in gathering and maintaining information for all databases.
• Afford assistance in polling Reps on topics needing to be addressed and bringing list of topics to Supervisor prior to weekly/monthly meetings.
• Afford assistance in preparing and distributing daily, weekly, monthly and quarterly reports regarding call volumes, referrals and other statistics.
• Afford assistance in maintaining and updating all departmental databases, including provider, caller, and insurance databases.
• Afford assistance in the preparation and distribution of daily, weekly, monthly, quarterly, annual and ad hoc reports regarding call center volume, patient referrals, appointments, physician usage and other statistics.
• Afford assistance in checking/verifying with weekly referral reports for accuracy and time guidelines for processing fax referrals.
• Afford assistance in logging fax referrals and working purple folders as needed.
• Afford assistance in gathering and inputting demographic information for internal and external physicians and staff to ensure that physician profiles are updated.
• Add and update physicians in the referring physician database.
• Add and update mid-level providers in the on-staff physician database.
• Afford assistance in making changes to classes, fulfillment and lead ids in Call Center software and ensuring appropriately displayed on website.
• Afford assistance in performing outbound tele-services as needed.
• This position may include any or all of the above listed duties as well as other duties as assigned.
• Afford assistance in administering Voice Blast call reminder system on larger classes to perform class reminders to enrollees.
• Afford assistance in operating the call center for The University of Kansas Hospital to establish and enhance market-driven relationships.
• Afford assistance in providing rapid and professional response to all physician and consumer inquiries and appointment requests.
• Afford assistance in locating appropriate physicians/services for callers and facilitating the connection of the two.
• Afford assistance in collecting and inputting demographic information on all new callers and updating demographic information, as appropriate, on all repeat callers.
• Afford assistance in completing callbacks, providing follow-up materials, preparing written correspondence, generating faxes and electronic messages with accuracy and attention to detail.
• Afford assistance in gathering and maintaining up-to-date information hospital services and programs, including folder material, collaterals, binders, mailings, etc.
• Afford assistance in acting as relief for Shift Supervisor, Supervisor or Manager Coverage.
• Afford assistance in managing the floor staff and acting as go to person for any questions.
• Afford assistance in monitoring Break/Lunches to ensure breaks and lunches are being taken during non peak hours.
• Afford assistance in reporting policy /procedure issues to Supervisors and/or Managers.
• Afford assistance in managing the call que(s) and preparing daily, weekly and monthly reports.
• Afford assistance in managing downtime process (s) as needed for computer, software, phone and/or paging outages.
• Afford assistance in acting as go to person for escalated calls.
• Afford assistance in assisting Call Center trainer with training as needed.

Qualifications

• High School Graduate or GED.
• 4 or more years of experience as a Call Center or Customer Service Representative in a fast-paced environment with leadership abilities.
• Associates Degree in communications, business or health care administration preferred.