Job Description

Job Description

Job Description

Position Summary

The Call Center Manager will manage all continuing care representatives and will be in charge of monitoring daily/weekly/monthly service call performance. The Call Center Manager will also be in charge of scheduling, hiring, and payroll needs in the continuing care department. The Call Center Manager will also assist the department with patient complaints and answer incoming calls as well as using a variety of reports aids in the number of patients scheduled.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to stand, sit, and walk; talk, hear, and smell; and use hands, fingers, and wrists (manual dexterity and hand-eye coordination). or controls associated The employee is frequently/occasionally required to reach; lift and/or move up to 25 pounds; and balance, stoop, bend, squat, kneel, crawl, climb, twist, pull, and crouch. The essential functions of this position require specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Risk Factor

This position assumes minimal risk.

Position Qualifications

• High School diploma or equivalent (GED) required
• Knowledge of Medicare/Medicaid, private insurance, HIPAA and medical records management (preferred)
• Data entry experience with a minimum of 30 WPM typing speed required
• Bilingual: English & Spanish requested (if the geographic location of the office does not require the applicant to be bilingual, applicants who only speak English may be considered)
• Ability to multitask and complete large volume of phone calls, emails and documentation in a centralized environment.

Interpersonal and Organizational Skill Requirements

• Strong communication skills
• Ability to handle conflict and get along with people
• Ability to lead a team of 5+ people
• Ability to maintain outgoing, friendly attitude with patients and staff, even under pressure
• Ability to work with interruptions and to manage multiple priorities
• Knowledge of correct grammar, spelling, and punctuation
• Proficiency in alphabetizing, spelling, and business math
• Ability to write legibly and work with numbers
• Ability to meet deadlines
• Ability to satisfactorily perform essential functions of the position

Technological Skills

Business Machines

• Calculator
• Fax Machine
• Copy Machine
• Credit Card Terminal

Computer

• Dental Software
• Microsoft Word
• Microsoft Excel

• Multiple Phone Lines

Responsibilities

• Manage all continuing care representatives
• Monitor productivity of call center and incoming calls
• Responsible for hiring and training employees
• Handles scheduling and payroll for continuing care representatives
• Utilize all necessary reports to contact patient for follow up appointments
• Arrange appointments, answer questions and assist patients as required to maximize patient scheduling
• Maintain appointment book and properly appoint patients
• Meet or exceed daily schedule production goals
• Responsible for scheduling patients from re-call report
• Responsible for scheduling patients from pending treatment report
• Handle Appointment confirmations, recalls and no-show follow up and re-scheduling
• Promote patient care and friendly attitude in the office
• Answer telephones and forward messages as needed
• File and maintain hardcopy and computerized patient charts/records
• Assist Director of Marketing, as needed
• Lead staff meetings and team huddles
• Participate on committees and special projects as requested
• Comply with all Safety, Emergency, Hazard, OSHA, HIPAA, Sterilization, Clinical, Quality Assurance and Administrative Plans, Policies, Guidelines, Protocol, and Standards
• Other duties as assigned by supervisors of the company

IND5

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