Central Services Manager

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Company: Advance Community Health
Location: Raleigh, NC

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POSITION SUMMARY

To oversee and actively participate in the clinical and operational functions of the call center.

ESSENTIAL DUTIES AND RESPONSIBILITIES

100%

Management – Responsible for managing the operational functions of the call center.

  • Supervise all call center staff
  • Approve leave for call center staff while assuring adequate staffing and monitor timekeeping for compliance with policies and procedures
  • Coordinate and oversee all medical providers schedules and templates and changes are made in a timely manner
  • Analyze daily, weekly, and quarterly call volumes, hold time and abandoned call data provided by IT and develop a plan of action to improve quality efficiencies when necessary
  • Manage the flow of incoming calls, provider’s schedules, appointments and reminder calls
  • Manage appointment schedules ensuring they are completed in a timely and accurate manner
  • Oversee new patient paperwork mailings to patients in a timely manner
  • Oversee reminder calls being performed in an accurate and timely manner
  • Conduct interviews for call center operators
  • Conduct periodic checks on call center staff and assure the accuracy of patient scheduling and the delivery of excellent customer service skills
  • Assure the timely update of provider schedules, reflective of leave requests and reschedules appointments as appropriate
  • Oversee of Heath Information Management

Perform other duties as assigned or become necessary by supervisor.

Qualifications

SUPERVISORY RESPONSIBILITIES

Monitor performance of Call Center staff and provide support

REQUIRED QUALIFICATIONS:

  • Minimum 2 years’ experience in an outpatient setting or public health center.
  • Strong computer skills with knowledge of Microsoft Word, Excel, and Performance Management Systems.

PREFERRED QUALIFICATIONS

  • Up to date on current medical information and procedures relevant to the patient population served.

KEY COMPETENCIES & SKILLS

  • Team Leadership – Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish company objectives.
  • Productivity/Quality – Ability to produce work product that is thorough and accurate and meets or exceeds standards
  • Planning & Organization: Ability to effectively plan and organize your work to achieve objectives and deadlines
  • Effective Communication: Ability to effectively communicate orally, written and using active listening skills with all levels of the organizations, vendors, partnering organizations, and patients.
  • Customer Focused: Proactively and promptly responding to customer needs, offering as much information as needed and providing results that the customers value.

COMMUNICATION SKILLS

  • Ability to read and comprehend general instructions, correspondence, and memos.
  • Ability to read and interpret general business periodicals.
  • Ability to write reports and business correspondence.
  • Ability to effectively present information and speak before groups of employees and outside consultants and respond to questions/comments from the same.

OTHER NECESSARY SKILLS

  • Ability to work independently. Ability to take initiative and be a self-starter.
  • Ability to plan and organize workload. Ability to handle very detailed information.
  • Ability and flexibility to handle work pressure and work with interruptions.
  • Ability to meet work processes deadlines.
  • Ability to handle multiple priorities.
  • Ability to function as a team player.
  • Ability to effectively communicate with employees, patients, vendors, consultants, and auditors.
  • Willing to learn and accept responsibility.
  • Ability to work flexible hours as needed.
  • Ability to interact in a professional manner with employees, patients and vendors.
  • Ability to communicate clearly and effectively. Excellent oral, written, and listening skills.
  • Ability to secure information from inter-department personnel.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee must be able to sit for long periods of time, stand, walk, and occasionally lift and/or move up to 25 pounds and occasionally roll or move up to 50 pounds. The employee will work on a computer and simultaneously use the telephone and must have good hand/finger dexterity. Specific vision abilities required by this job include close vision and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.