Call Center Manager

The call center supervisor will assist in the onboarding and training process, ensuring that every agentis well prepared for their calls. They will continue to support agents after training by monitoring theirprogress, ensuring that they understand and meet expectations, answering their questions, andproviding them with ongoing coaching opportunities and inspiration. The supervisor should beanalytical, supportive, and prepared to act as a resource to agents. To succeed in this role, one shouldbe focused on helping enhance and build the necessary skills and knowledge among the team membersso they can better support patients. You should be supportive, communicative, and attentive.ESSENTIAL DUTIESCustomer Service• Assist with the monitoring, training, and preparing call center representatives to respond tocustomer questions and complaints and troubleshoot problems with services or products.• Ensuring agents understand and comply with all call center objectives, performance standards,and policies.• Answering agent questions regarding best practices or difficult calls.• Identifying operational issues and suggesting possible improvements.• Monitoring and evaluating agent performance, providing learning or coaching opportunities,and taking corrective action, if necessary.• Preparing reports and analyzing data to assist management as they determine call center goals.• Working with other supervisors and management team members to support agents andmaximize patient satisfaction.• Interacts with customers via telephone, email, online chat, or in person to provide support andinformation on products or services.• Fields customer questions and complaints; when the issue is beyond the representative’sknowledge, forwards to the assigned specialist or other appropriate staff.• Transferring Biopsy-Results call to designated representative per location• Transferring medication issues to designated pharmacy department or MA• Transferring billing concerns to designated department• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.• Maintains customer accounts and records of customer interactions with details of inquiries,complaints, or comments.• Making outbound calls/Call back requests/ Recall listBilling/Insurance Authorization/Clinical Support• Sending out emails regarding referrals, prescription refills & Pre-Authorizations, MedicalRecord Requests and or any patient complaints, etc.• Submitting insurance authorization requests to auth department and returning patient call whenits uploaded• Listening and processing after hour voicemails• Scheduling for all offices; New patient appointments, follow up, cosmetic consults, cosmeticappointments (All Surgeries (Excisions, Mohs) to be emailed or transferred to offices• Performing reschedules for offices changes• Performs other related duties as assigned.

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