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Under general direction of the Call Center Manager; is responsible for training new hire and existing Call Center Agents on all SLUCare Physician Group appointment/schedule guidelines, department policies, customer service skills and Marketing initiatives. Subject Matter Expert for EPIC, Clientel, IDX, Physician and Hospital referrals. Utilize Standard of Work and non standard training materials,various developmental tools to produce well educated, highly developed and motivated customer service representatives. Host training huddles, observe telephone calls and monitor data entry accuracy based on the Call Center Quality Assurance Program.
Strong organization skills
Previous working knowledge of training and quality monitoring software or systems
Strong verbal and written communication skills
Ability to work independently
Ability to type and operate various software application for the purpose of creating training materials
Ability to perform general administrative supervision
Ability to instruct/teach
Ability to prioritize duties, delegate responsibility and evaluate the work of others
Attentiveness to detail
Ability to maintain confidentiality and professionalism
Ability to demonstrate a welcoming and smiling demeanor
Related coursework or specialized training beyond high school; three (3) years of one or more of the following: Team Lead, Trainer, Coordinator, Quality Assurance Specialist or Subject Matter Expert in appointment scheduling via IDX required.
IDX Master-scheduler knowledge desired
Prior training experience required
Advance knowledge of Microsoft programs desired
Knowledge of Google shared programs desired
Coaching to Performance aptitude required
Prior Call Center Workforce Management principals desired
Serves as a resource person for staff; provides Sharp Focus and job specific/system training for new employees; updates staff on Sharp Focus requirements, physician changes, and scheduling/registration guideline changes and upgrades.
Coordinates and completes productivity reports and conducts quality assurance; reports statistics, accounts, and data relating to special work projects and monthly statistical data; researches and responds to customer service issues.
Troubleshoots and assists staff with Sharp Focus, IDX, and patient issues; serves as lead contact in the unit for questions from staff; identifies and informs supervisor of tracking, scheduling and registration errors, trends, and problems; interacts with department/physicians to resolve possible conflict of information.
Maintains workload distribution, physician and clinical service information, as well as information regarding studies and special programs.
Facilitates physician consultation requests; assists with patient referrals; transfers telephone callers to clinical departments; schedules and pre-registers patients, obtaining accurate patient demographic, insurance information and updating IDX; cancels/reschedules appointments associated with calls received from TeleVox system; performs other duties as assigned.
Is responsible for properly instructing new hired and existing Customer Service Agents to ensure performance and quality results are met by new and existing Customer Service Agents; coach and encourage employees through the learning and performance improvement plans.
Oversees the Call Center Quality Assurance Program. • Evaluates quality by rating effectiveness of call center representatives by observing calls; providing quality ratings; identifying training needs; developing training programs; conducting training. Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
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