Call Center Supervisor - Agoura Hills
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POST DATE 2/20/2017
END DATE 6/3/2017
University of California - Los Angeles Medical Centers
Los Angeles, CA
JOB DESCRIPTIONJob Description:
Support the day to day operations of the call center. Responsible for the direct supervision of assigned team of call center staff, serving as an intermediary for questions and issue resolution. Interfaces with patients, physicians, employees, and others; building positive relationships throughout each interaction. Actively seeks to identify areas for improving patient relations, ensuring that quality control standards are met while providing extensive personalized customer service and executing Patient Affairs Center activities.
Skill in analyzing information, problems, situations, practices, and procedures to recognize alternatives and provide solutions. Knowledge to problem-solve with other members of the Patient Affairs Center team and to effect change toward improvement of clinic services. Skill in speaking clearly and using appropriate grammar. Is responsible for the direct supervision of assigned team of call center staff, serving as an intermediary for questions and issue resolution. Must have pleasant and courteous telephone voice and manners. Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur. Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally. Possesses strong customer service skills to promote pleasant and effective interactions with patients, staff, and doctors. Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment. Skill to organize workflow to accomplish established objectives. Ability to establish cooperative working relationships with administrators, physicians, peers, and the public. Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action. Advanced organizational skills to ensure a workable, efficient office. Knowledge of medical terminology, and of major medical insurance plans and authorizations. Experience with various computer software and hardware including word-processing, knowledge of Microsoft Word, Excel, Outlook, Care Connect and Radiology IDX systems, Access Express, and the Internet. Typing skills to prepare forms and correspondence with speed and accuracy.