Position Title

OAM Call Center Supervisor

Southlake Campus

Position Summary / Career Interest:

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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