Patient Appointing Center Site Leader
Site Leader duties and responsibilities:
Lead a team of 10-14 clerks to provide appointing
services to the 88th Medical Group at Wright Patterson AFB. Individual will be required to report monthly
contractual metrics and is responsible for providing training and trouble
shooting risks and concerns with call center metrics. Individual should be able to be affluent in
understanding military customs and courtesies.
· Manage Call Center of 10-14 staff members
· Run and compile weekly and monthly reports of call center metrics
· Training of staff on call center customer service skills, how to meet and maintain metrics, and appointing protocols
· Communication with Group Practice Managers and Clinical staff:
o Schedule concerns
o Protocol changes or issues
o Customer feedback
· Provide Monthly report of metrics and call volume to company and Hospital Executive Staff
· Maintain the phone tree recordings and paths – work directly with a third-party vendor to ensure system is operational
· Maintain and enter updates to booking protocols for the hospital
· Quarterly and Annual Feedback sessions for employees
· Plan and coordinate monthly training day sessions
· Onboarding new hires
· Submitting trouble tickets for team when needed
· Ensuring required military training are complete
· Monitoring and approving timecards, scheduling employees
· Attending meetings requested by the government to provide call center perspective and receive feedback and change requests from the hospital
· Providing on the spot corrective training as well growth training for the team
· Act as the primary point of contact between the 88th Medical Group and Posterity HQ
Systems and Experience Preferred
· 3+ years Call Center experience
· 3+ years of Appointment Scheduling experience
· 3+ management experience
· 2+ years in a healthcare environment
· 2+ years experience in customer service
· CHCS, AHLTA, TMETRICS
· Proficient in Microsoft products
· Understanding of patient access to care methodologies - PCMH