Call Center Agent

Call Center Management Is a clerical support staff person responsible for the management of the Practice's Call Center. Monitors phone call response time and provides update reports on staff response times and dropped calls. Arranges for new phone equipment. Trouble shoots system and reports problems to phone provider and internet provider. Collaborates with network specialists to assure proper functioning of system. Responsible for phone call management in main office and assures excellent customer service. Responsible for rescheduling appointments. Responsible for addressing Phytel report issues each morning. Works under the supervision of the Main Office Manager Principal Duties & Responsibilities: Standard 1 Main Office Phone calls Monitors call center activity and provide direction to staff to assure timely response times to incoming calls. Directs ACD group staff logins to assure adequate phone coverage in all offices. Provides call coverage to all satellite offices as needed Serves as main office operator Trains new employees on the phone system and monitors for proper use Uses phone system reports to investigate patient and physician complaints Coordinates maintenance of system including assignment and reassignment of numbers, moves, etc. Coordinates after hours service Processes incoming and outgoing faxes Monitors and maintains main office fax machines Standard 2 Maintenance and monitoring of phone system and call response times Coordinates requests for new phones and changes in the system Ensures voicemail is working properly Troubleshoots telephone problems and orders repairs Assigns telephone numbers and equipment; orders equipment Prepares reports and monitors telephone usage and associated expenses Reviews monthly phone bill and approves allocations to cost centers Reports any abnormal usage, costs and special needs Maintains appropriate logs and records. Standard 3 Scheduling responsibilities Coordinates Phytel implementation and ongoing use of patient reminder call system Schedules/Reschedules patients who call Standard 4 Behavior Communication Exhibits excellent written and verbal skills. Utilizes assertive communication skills in addressing concerns or problems. Participates as a member of organization/institutional committees as requested. Initiative Able to conceive innovative strategies and ideas for the center, exhibiting "out of the box" thinking. Performs job duties effectively with minimal direction. Initiates new ideas and projects that enhance patient care or other aspects of services and care. Team Orientation Service as a team member among co-workers and peers. Participates in TCCC activities that enhance patient care and work surroundings. Patient Privacy Participates in assuring that all personally identifiable healthcare information of the patient will be maintained confidential. Assures that any oral or written disclosure of personally identifiable healthcare information should be minimum necessary to serve the purpose of performing quality care to the patient. Understands any disclosure outside payment, treatment, or healthcare operations requires written patient authorization in each instance. Respect Understands and demonstrates sensitivity to the cultural diversity of patients, staff, and visitors. Knowledge, Skills & Abilities Required: Required:

• Knowledge of communications equipment and repair procedures
• Knowledge of voice over internet phone system operations
• Knowledge of telephone and voicemail systems
• Skill in operating telephone communication systems
• Skill in gathering, analyzing and evaluating data
• Ability to read, understands, and follows oral and written instruction.
• Ability to handle stressful situations and react calmly
• Ability to establish and maintain effective working relationships with staff
• Ability to communicate clearly and effectively orally and in writing.
• Ability to excel in an environment of constant change, problems and unexpected interruptions, where extreme pressure to deliver results is expected.
• Skills in establishing and maintaining effective working relationships with physicians and non-physician support staff.
• Knowledge of computer systems and applications.
• Working knowledge of Clinical IT applications.
• Consistently arrives at work, on time and completes all tasks within established time frame.
• Seeks appropriate tasks when primary tasks are completed and assists co-workers as needed.
• Flexibility and ability to adjust to a constantly changing work environment
• Adheres to clinic's policies and procedures.

• High School Diploma required; post high school education preferred.
• Scheduling experience and multiline phone system experience required. Toledo Clinic