The OAM (Office of Access Management) Call Center Supervisor leads a team of scheduling staff that covers multiple outpatient specialties at The University of Kansas Health System. The Supervisor is responsible for all daily operations of their scheduling team including hiring, training scheduling staff. They monitor individual and team performance and productivity to achieve set targets. The Supervisor works with clinic leadership to ensure there is a seamless communication protocol. The OAM Call Center Supervisor investigates scheduling issues and collaborates with OAM Access Analysts on optimizing electronic medical record tool functionality. The OAM Call Center Lead works out of the OAM Call Center location.
Responsibilities:
Leads Daily Huddle and manages daily staff assignments.
Monitors Appointment Request Workqueue volumes and deploys staff to keep volume below department-established thresholds.
Acts as subject matter expert on assigned clinics
Assists the Training & QA team in developing and reviewing training content for specific clinics and workflows
Handles calls as needed to ensure department meets service level goals
Supports daily activities of staff in pod and is available to answer staff questions as needed
Provides detailed instructions to staff on standard workflows and how to handle exceptions to documented processes
Handles escalated calls such as upset patients and callers requesting to speak to a supervisor/manager
Investigates scheduling defects and/or patient complaints. Identifies root cause. Provides findings and recommendation to Assistant Manager and log scheduling defects
Researches and recommends knowledgebase revisions and additions to scheduling tools/resources.
Escalates operational issues as needed to management and recommends solutions
Demonstrates best practices by being a role model
Validates resource management, communicates and delegate scheduling/rescheduling/cancelation needs
Ensures equipment (wallboards, copy machine, phones, workstation) are functioning and/or escalation to resolve issue.
Handles daily reports such as agent productivity, Midday WQ volume and Call Metrics
Assists with training employees on department standard work
Supports management with projects and process improvements
Assists with developing workflows
JOB REQUIREMENTS
Required:
High School Diploma/GED
Four (4) years of progressively responsible and directly related work experience in a healthcare setting, preferably in a call center environment
AND
Prior lead or supervisory experience or demonstrated experience at SHC
Proficiency of Level IV, plus:
Skilled in effective communications, customer service, problem solving, and managing multiple priorities.
Demonstrated knowledge and understanding of insurance eligibility, benefits, contract language, and medical terminology.
Ability to demonstrate supervisory OR training/knowledge base skills
Demonstrates knowledge of registration policies, FSC determinations and contract information.
Accurately utilizes EPIC insurance dictionaries to assign FSC.
Demonstrates acceptance of patient and family regardless of race, gender, disease process, life-style, sexual orientation, religious or cultural beliefs.
Ability to utilize appropriate manual and electronic systems.
Preferred:
Associate’s degree in health care related field from an accredited college or university
OR
Bachelor’s degree from an accredited university
Time Type:
Full time
Job Requisition ID:
R-35321
We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.
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