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Keck Medicine of USC · 2 hours ago

Research Lab Tech II

Los Angeles, CA

Full-time

Onsite

Mid Level

$69K/yr - $220K/yr

3+ years exp

Keck Medicine of USC is a prominent academic medical center, and they are seeking a Medical Call Center Customer Service Supervisor to oversee the customer service staff of their Medical Call Center. The role involves supervising operations, ensuring adherence to communication protocols, managing staffing schedules, and resolving patient inquiries.

Health CareHospitalService IndustryWellness

Responsibilities

Supervises one or more medical call center customer service operations teams and the delivery of services to clients. Implements program priorities and performance standards and assesses operations using these criteria. Conducts quality assurance reviews and recommends changes as appropriate. Maintains automated or manual systems and procedures to facilitate program operations

Supervises staff assigned to call center operations teams. Recommends staffing needs based on program goals. Makes hiring, promotional and salary recommendations in accordance with university policy. Provides performance appraisals for staff and determines need for disciplinary action

Schedules staff to ensure adequate call center coverage. Monitors and approves data input for provider master schedule information in the appointment scheduling application. Creates and adjusts shift schedules, and notifies call center management of changes to post schedules. Ensures current contact, on-call scheduling information is available for communication relay

Assists with Development, implementation and revisions of operational policies and procedures to support strategic goals of the Medical Call Center. Develops protocols, procedures and describes processes for each team

Assists manager and Director with development of call center budgets. Analyzes team expenditures for trends, and recommends or makes budgetary and resource allocations

Initiates client surveys and other qualitative methods to evaluate and measure overall medical call center utilization, staff performance, workflow, satisfaction and effectiveness

Prepares and distributes daily call center activity report. Reports staffing level issues related to changes in transactions due to patient volume. Assists manager create global communication and management reports

Supervises leads with updates or changes to call center protocols, scripts, and training materials

Serves as a key resource for call center information. Evaluates and researches customer service incidents and takes action to resolve issues. Responds in writing to special client inquiries and/or complaints. Resolves problems or questions referred by program staff or management

Develops and implements security related procedures such as office opening and closing routines, recognition of duress signals and key controls. Coordinates security activities with University Public Safety Department. Promotes and maintains standards for security conscious awareness and behavior. Maintains knowledge of university's crime prevention and suppression programs and services. Ensures dissemination of security related information to staff

Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time

Qualification

HIPAA complianceHealthcare customer serviceMedical terminologyMS Office softwareInterpersonal skillsOrganizational skillsFire Life Safety TrainingMulti-taskingPolicy implementation

Required

High school or equivalent

3 years Experience working in a call center or customer service department in a healthcare environment

5 Years - Combined education/experience as substitute for minimum experience

Knowledge of HIPPA compliance and various health insurance types

Demonstrated interpersonal and organizational skills

Ability to multi-task, implement policies and establish efficient work systems

Knowledge of medical terminology, health plans, ACD reporting and MS Office software

Excellent verbal and written communication skills

Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)