Him/Call Center Team Lead - Oncology

About the role

The Team Lead Call Center Attendant team member is responsible for the supervision of the Practice’s Call Center. Monitors phone call response time and provide update reports on staff response times and dropped calls. Arranges for new phone equipment by coordinating with the Manager of Patient Intake. Trouble shoots system and reports problems to phone provider and internet provider. Collaborates with TTC network specialists to assure proper functioning of system. Responsible for phone call management within practice and assures excellent customer service. Responsible for rescheduling appointments. Responsible for scanning paper documents into electronic medical records. Responsible for electronically processing patient health information. Ability to electronically import, fax and scan medical documents. Knowledge of medical terminology to correctly identify health information documents for electronic processing.

Responsibilities

• Consistently arrives at work on time and adheres to regular work schedule.
• Leads and guides development of call center employees.
• Oversees and trains new call center employees on workflow and expectation of the roles.
• Coordinate with Patient Intake Manager to review and adjust any call center workflows as needed and conducts training to call center staff on any changes.
• Point person for call escalation and take over when needed.
• Provides routine direction and is the go-to for call center staff to address potential issues or problems.
• Expected to communicate these to Manager of Patient Intake as assistance and input is needed.
• Directs shift coverage to ensure necessary phone coverage during lunch hours.
• Provides feedback of call center staff as part of annual review to the Manager of Patient Intake.
• Monitors call center activity and provide direction to staff to assure timely response times to incoming calls and standards are adhered to.
• Directs ACD group staff logins to assure adequate phone coverage in all offices.
• Uses phone system reports to investigate patient and physician complaints.
• Processes incoming and outgoing faxes.
• Monitors and maintains main office fax machines.
• Ensures voicemail is working properly.
• Troubleshoots telephone problems.
• Reports problems to phone support company (CDS).
• Prepares reports and monitors telephone usage and communicates with Patient Intake Manager.
• Reports any abnormal usage, costs and special needs.
• Assess call center staff productivity.
• Maintains appropriate logs and records.
• Maintains the confidentiality of protected health information (PHI) in accordance with clinic policies and state/federal laws and regulations.
• Scans paper documents into electronic medical record accurately.
• Greet patients, answer phones and assist patients requesting medical records.
• Responds to internal and external requests for patient records, including retrieval and transmission of requested documents and verification of receipt.
• Handle requests for release of patient medical information according to HIPAA rules and copy service contract.
• Scan historic paper charts into electronic medical record and index according to protocol.
• General clerical duties such as scanning, faxing, photocopying and filing.
• Exhibits excellent written and verbal skills.
• Utilizes assertive communication skills in addressing concerns or problems.
• Participates as a member of organization/institutional committees as requested.
• Able to conceive innovative strategies and ideas for the center, exhibiting “out of the box” thinking.
• Performs job duties effectively with minimal direction.
• Initiates new ideas and projects that enhance patient care or other aspects of services and care.
• Service as a team member among co-workers and peers.
• Participates in TCCC activities that enhance patient care and work surroundings.
• Participates in assuring that all personally identifiable healthcare information of the patient will be maintained confidential.
• Assures that any oral or written disclosure of personally identifiable healthcare information should be minimum necessary to serve the purpose of performing quality care to the patient.
• Understands any disclosure outside payment, treatment, or healthcare operations requires written patient authorization in each instance.