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POSITION TITLE:    Call Center Supervisor

DEPARTMENT:       Call Center

REPORTS TO:         Director of Clinic Operations

POSITION OVERVIEW: Responsible for managing the day-to-day work functions of the Call Center Department.  Ensures timely response of all inbound calls; eliminates abandoned and missed telephone calls.  Responsible to ensure that outstanding customer service is always provided, resolves issues immediately and the delivery of accurate information to patients.

DUTIES / RESPONSIBILITIES:

1. Provides daily comprehensive supervision of the centralized call center phone operators.
2. Ensures that each call center phone operator receives the FHCCGLA Call Center Manual to achieve the best industry best practices in the following areas:

1. 1. Optimal per-call transactions
   2. Timely & non-discriminatory access to care
   3. Reduced disruptions in the delivery of care
   4. Increased customer service satisfaction levels
   5. Minimize interruptions in scheduling process

1. Ensures that personnel work performance is accurate and in compliance with FHCCGLA’s established current guidelines.
2. Responsible to oversee the prompt and courteous telephone assistance to all  callers.
3. Screens regularly for incoming high-volume calls and recommends changes for consideration to immediate supervisor.  NOTE: All changes must be pre-approved by FHCCGLA’s Leadership (e.g., C.E.O., C.F.O., C.O.O. & C.M.O.).
4. Verifies and updates all demographic and insurance information in the E.H.R.
5. Verifies that appointment availability is checked across all FHCCGLA sites and schedules patients according to their specifications (e.g., provider preference, date/day/time, preferred site, etc.).
6. Ensures that the best customer services are rendered by the call center phone operators by implementing standardized procedures that include:

1. 1. Asking patients if they need directions
   2. Asking patients if they have transportation
   3. Ensuring patients are advised on what to bring to their first appointment
   4. Providing details regarding what to expect upon arrival (example: when going to the School Based Health Center site search for 6200, the site is across the street in the 2 grey portables at the corner of Jaboneria & Watcher).
   5. Etc.

1. Shall conduct and document regular huddles with the call center team to make improvements where needed and/or to praise staff.
2. Assists with all duties as needed (e.g., staff call-off’s, approved staff time off) to ensure that calls are answered without disruption to care.
3. Maintains and updates weekly reports (productivity, dropped calls, answered calls, peak hours, etc.).
4. Provides guidance regarding pertinent updates in real time to call center staff and conducts trainings regularly as deemed necessary.
5. Trainings may include, but are not limited to:

• Medi-Cal

• Medicare

• Managed care programs

• Private insurance

• Eligibility procedures

• Reimbursement requirements

• New patient process

• Services offered

• Etc.

1. Works closely with applicable FHCCGLA supervisors and managers to provide and foster good collaboration, teamwork and develop good working relationships for the best overall outcomes of the call center department.
2. Works extremely well under pressure, meets multiple and often challenging deadlines; and
3. Always demonstrates cooperative and positive behavior with all managers, supervisors, subordinates, colleagues, clients, patients and the overall community.
4. Undertakes continuous learning and growth opportunities by attending applicable trainings, seminars, conferences, in-services and educational sessions to maintain competency skill set current and remain knowledgeable with regards to best practices and industry standards of care.
5. Regularly listens in on call center phone operator calls and:

1. 1. Documents findings or areas for praise
   2. Provides critique for areas that require immediate or necessary improvement    

1. Remains within the call center department to ensure availability at all times for staff questions, issues, etc.
2. Checks the wait time for patients on hold to make sure they are not waiting extended (unreasonable) periods of time.  Shall step in to help as needed.
3. Maintains staff attendance records (e.g., tardiness, timely call-off’s, etc.).
4. Maintains abreast of all agency updates (e.g., new services, new sites, changes, provider changes, etc.) and reports back to the call center team.
5. Ensures all appointments confirmations for all sites are completed by the end of each work shift (e.g., after the morning shift rush & after the PM shift rush) and no later than the end of each work day.
6. Ensures that all rescheduling is completed in a timely manner.
7. Responsible to ensure adherence for the following:

1. 1. Agency safety and health standards
   2. OSHA regulations
   3. Policies & procedures as applicable

1. Identifies, initiates and implements measures to deliver high quality care to patients and improve services.
2. Responds efficiently and timely to all patient, provider and staff needs or inquiries.

1. Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.
2. Handles patient grievances according to FHCCGLA’s ‘Grievance” Policy & Procedure.
3. Assists in developing, updates & review of FHCCGLA’s Policies & Procedures (P&P’s) as needed (with input from all other key personnel).
4. Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA’s P&P’s.

1. Attends the following meetings/trainings:

1. 1. Mandatory Quarterly Staff Meeting/Trainings (during employment)- Quarterly (Jan., Apr., Jul. & Oct.- may be subject to change).
   2. Clinical & Operations (C&O) Meeting- only as needed (advanced notice will be provided when feasible).
   3. Meetings with FHCCGLA’s Executive Leadership- only as needed (advanced notice will be provided when feasible).
   4. Other pertinent meetings- as scheduled

1. Remains informed of all FHCCGLA applicable Policies & Procedures and:

1. 1. Current legal and regulatory changes, as applicable to scope of work
   2. Specific programs/payors, insurances accepted, and services being offered

1. Other duties may be assigned or modified as business needs dictate.

MINIMUM QUALIFICATIONS:

1. Minimum of 3 years leadership, project, or other management experience required, preferably within healthcare environment experience, preferred.
2. Associates degree required, Bachelor’s preferred. 
3. FQHC experience, preferred.
4. Call Center experience, highly preferred.
5. 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.
6. Excellent customer service skills.
7. Excellent analytical skills.
8. Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
9. Excellent written and verbal communication skills.
10. Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word, PowerPoint and Excel).
11. Basic knowledge of Patient Portal, preferred.
12. Bilingual English and Spanish, required.
13.  Familiarity with the Hispanic culture, preferred.
14. Willingness to adapt to changes with regards to the agency’s growth and expansion needs.
15. Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.
16. Proven ability to establish cooperative working relationships with administrators, physicians, peers, and the public, preferred.

ADDITIONAL ELIGIBILITY REQUIREMENTS:

1. Ability to work well with others in a professional and team-oriented environment.

1. Working knowledge of the following, preferred:
1. Clinical front and back-office operations (includes customer service and interpersonal relationships with physicians and patients)
2. Patient registration
3. Appointment scheduling
4. Managed care process (e.g., eligibility verification, PCP changes, referrals, etc.)
5. Financial eligibility screening process
6. Etc.
2. Well-developed interpersonal skills, personable, friendly personality and able to motivate staff by promoting teamwork.
3. Ability to relate to the public regardless of ethnic, religion and economic status.
4. Ability & willingness to travel, required (may be scheduled to go to all FHCCGLA clinic sites).

1. Strong planning and organizational skills.
2. General knowledge of medical procedures and basic terminology.
3. Problem analysis and critical thinking skills.
4. Knowledge of the following (but not limited to), preferred:

My Health LA                    PPO’s                                 HMO’s

Medicare                           Family PACT                   CPSP       

Medi-Cal                            Fee-for-Service                CPE

Managed Care Plans      Every Woman Counts     VFC/VFA