Call Center Supervisor

## Overview “To enhance the quality of life for men, women and children in the greater Los Angeles area through the provision of high quality, accessible and affordable healthcare services.” **We offer fantastic benefits, competitive pay, and a great family-oriented environment!** **We offer:** - Medical Benefits - FHCCGLA pays **100%** of employee’s Kaiser; Anthem Blue Cross; Health Net; and United Health Care coverage (HMO Plan) subject to change during open enrollment. - 403 B - Through Mutual of America, the company matches up to 5% of employee’s salary. - Dental Benefit - MetLife Only (HMO/PPO Plan). - 11 Holidays Observed. - 2 Floating Holidays - Vision Benefit - MetLife Plan. - 1 Birthday Holiday - Life Insurance - Accidental Death & Dismemberment; and Long-term Disability. - 7 Paid Sick Leave - 56 hours Full-Time - Paid Sick Leave – 40, Part-Time and Per-Diem - Employee Assistance Program - 2 weeks’ Vacation - AFLAC Benefits **This would be a great opportunity to make a difference with you onboard!** **POSITION TITLE:** Call Center Supervisor **DEPARTMENT:** Call Center **REPORTS TO:** Director of Clinic Operations **POSITION OVERVIEW:** Responsible for managing the day-to-day work functions of the Call Center Department. Ensures timely response of all inbound calls; eliminates abandoned and missed telephone calls. Responsible to ensure that outstanding customer service is always provided, resolves issues immediately and the delivery of accurate information to patients. ## Responsibilities **DUTIES / RESPONSIBILITIES:** - Provides daily comprehensive supervision of the centralized call center phone operators. - Ensures that each call center phone operator receives the FHCCGLA Call Center Manual to achieve the best industry best practices in the following areas: - - Optimal per-call transactions - Timely & non-discriminatory access to care - Reduced disruptions in the delivery of care - Increased customer service satisfaction levels - Minimize interruptions in scheduling process - Ensures that personnel work performance is accurate and in compliance with FHCCGLA’s established current guidelines. - Responsible to oversee the prompt and courteous telephone assistance to all callers. - Screens regularly for incoming high-volume calls and recommends changes for consideration to immediate supervisor. NOTE: All changes must be pre-approved by FHCCGLA’s Leadership (e.g., C.E.O., C.F.O., C.O.O. & C.M.O.). - Verifies and updates all demographic and insurance information in the E.H.R. - Verifies that appointment availability is checked across all FHCCGLA sites and schedules patients according to their specifications (e.g., provider preference, date/day/time, preferred site, etc.). - Ensures that the best customer services are rendered by the call center phone operators by implementing standardized procedures that include: - - Asking patients if they need directions - Asking patients if they have transportation - Ensuring patients are advised on what to bring to their first appointment - Providing details regarding what to expect upon arrival (example: when going to the School Based Health Center site search for 6200, the site is across the street in the 2 grey portables at the corner of Jaboneria & Watcher). - Etc. - Shall conduct and document regular huddles with the call center team to make improvements where needed and/or to praise staff. - Assists with all duties as needed (e.g., staff call-off’s, approved staff time off) to ensure that calls are answered without disruption to care. - Maintains and updates weekly reports (productivity, dropped calls, answered calls, peak hours, etc.). - Provides guidance regarding pertinent updates in real time to call center staff and conducts trainings regularly as deemed necessary. - Trainings may include, but are not limited to: • Medi-Cal • Medicare • Managed care programs • Private insurance • Eligibility procedures • Reimbursement requirements • New patient process • Services offered…