Call Center Liaison

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FULL TIME CALL CENTER LIAISON

The Call Center Liaison acts as a crucial link between our Call Center, where medical appointments are scheduled over the phone, and the clinics where these appointments are executed. The primary responsibility will be to ensure seamless communication and coordination to enhance the overall efficiency of our appointment scheduling process.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Communication Facilitation:
  • Serve as the main point of contact between the call center and designated clinic locations via teams and ring central.
  • Relay pertinent information accurately and promptly between both parties.
  • Foster positive and collaborative relationships with clinic staff to enhance communication channels.
  • Address any discrepancies or issues with scheduling and communicate changes to the relevant parties.
• Coordination of Resources:
  • Collaborate with clinic staff to allocate resources efficiently, such as ensuring the availability of medical staff, equipment, and necessary facilities for scheduled appointments.
  • Collaborate with Physician Liaison's to effectively target the market and share resources

• Management of provider time off templates preventing errors, supporting patient reschedules, template modifications, templating calendar year all providers, & works directly with Practice leadership & Practice Administrators for approvals based on WA Provider Regional PTO & template policy.
• Referral practice oversight & accountability to make sure referrals are called and scheduled within protocol. Works directly with Call Center & Physician Liaison to provide proactive communication based on gaps in the schedule. Provider real time feedback on advance schedule for practice and call center team leadership.
• Manages call schedule for practice with Assistant Clinical Manager and Practice Administrator to make sure call is covered.

• Problem Resolution:
  • Address any discrepancies or issues with scheduling and communicate changes to the relevant parties.
  • Act as a mediator in case of scheduling conflicts, cancellations, or rescheduling requests
  • Act as a liaison between the practice and referring community provider offices.
  • Work proactively to find solutions to referral challenges and barriers to minimize disruptions to the appointment process
• Data Management:
  • Maintain accurate and up-to-date metrics of referrals, conversion data, cancellations, no shows, reschedules, and other data points relevant to efficiency.
  • Generate reports on referrals and appointment metrics and identify areas for improvement.
• Customer Service:
  • Provide exceptional customer service to callers seeking information about their appointments and to referring physicians/community providers when they call for assistance
  • Address inquiries and concerns in a professional and empathetic manner.
• Training and Support:
  • Provide training and support to call center agents on effective appointment scheduling procedures relevant to designated clinics.
  • Train call center agents on effective customer service with community providers
  • Stay informed about clinic policies and procedures to relay accurate information.
  • Provide training and maintain resources for referral coordination efforts

• High School diploma (some college preferred)
• Previous experience in a scheduling role, preferably in a healthcare setting.
• Strong communication skills, both verbal and written.
• Strong computer skills including MS Office, ModMed and Nextgen preferred
• Excellent organizational and multitasking abilities.
• Knowledge of medical terminology and scheduling processes is a plus.
• Customer-focused with a commitment to providing exceptional service.
• Ability to adapt to changing priorities and handle high-pressure situations.