LD PSR-Call Center-SRS - 4404

Hours

Shift Start Time:

11:30 AM

Shift End Time:

8 PM

Additional Shift Information:

Weekend Requirements:

As Needed

On-Call Required:

No

What You Will Do
Responsible for support and supervision of the Call Center and PBX operations to ensure efficient daily operations, quality outcomes, and internal and external customer satisfaction.

Required Qualifications

• H.S. Diploma or Equivalent
• Previous Call Center experience.
• Previous leadership experience.

Essential Functions

• Collaboration
  Demonstrates understanding and respect for others values, opinions and feelings. Accepts responsibility for one's own behavior and actions.
  Supports the team and organizational decisions and displays a positive attitude and professional demeanor.
  Demonstrates initiative by utilizing time effectively, assessing situations for appropriate action, and offering to help others with routine and special tasks.
• Customer service
  Provide prompt, accurate, and excellent customer service to internal and external customers utilizing the established quality standards.
  Actively listen and appropriately evaluate the customers' needs and respond to established policies and procedures.
  Directs caller to appropriate service within SRS or SHC whichever is appropriate.
  Work collaboratively with site partners to accomplish patient needs in an efficient manner.
  Demonstrates effective teamwork with coworkers to provide positive outcomes for patients, internal and external customers as well as peers.
• Human resource management
  Provides direct supervision and guidance to direct reports.
  Is available and visible to employees. Makes regular rounds. Responds to problems, issues and questions in a timely manner.
  Ensures consistent application of human resources policies and department guidelines.
• Leadership
  Serve as a resource for PSR's on complex issues.
  Support new hire training as a resource on an as needed basis.
  Respect others and earn their respect by role model for employees.
  Keep confidences - especially with information from or about patients, employees and physicians. Admit mistakes and ask for input.
  Be respectful of other's time - be punctual and let others know if plans change.
  Participates in special projects and other duties as assigned by Supervisor or Director.
  Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  Quickly and easily adapts to changing business needs with no intervention from leaders and will encourage others to accept and adapt to the change.
• Scheduling
  Schedules appointment with the correct visit type according to the scheduling guidelines.
  Offers alternative options to patient to enhance patient perception of improved access to appointments.
  Updates patient demographics, appointment site location and verifies any collector codes.
  Demonstrates ability to navigate with ease and in way that is transparent to callers in Advanced Web to schedule appointments.
  Creates tasks that are clear and concise and sent with appropriate level of priority without errors or assistance.
  Follows scheduling guidelines to ensure appointments accurately scheduled and appropriate options are offered.
  Screens and directs phone calls, relays accurate and complete messages. Utilizes good grammar, spelling and approved abbreviations. Provides accurate and helpful information.
  Knowledgeable of and utilizes scheduling downtime procedure.
  Follows call management guidelines for all calls received.

Knowledge, Skills, and Abilities

• Must have exceptional customer service skills and strong communication skills (both oral and written).
• Strong computer skills is required.
• Demonstrates ability to multi-task and is a team player.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class