Customer Service Care Team Manager at Synchrony Rehab at Mint Hill Senior Living

Silver Spring, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Mar, 26

Salary

0.0

Posted On

18 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Supervision, Coaching, De-escalation, Complaint Handling, Scheduling, Performance Appraisals, Insurance Verification, Call Center Management, Quality Operations, Organizational Policies, Clinical Office Procedures, Computer Literacy, Planning, Communication, Relationship Management

Industry

Hospitals and Health Care

Description

Description CLASSIFICATION DESCRIPTION JOB TITLE: Customer Service – Manager REVISED: February 2016 PRIMARY FUNCTION: Supervises and participates in overall operation and activities of Centralized Scheduling. Implements and maintains established Neurology Center policies, procedures, and objectives. PRIMARY RESPONSIBILITIES: Establishes and confirms the procedures for scheduling. Confirms with Doctors and Office Managers about scheduling changes and alterations. Monitor Call Center Queues Live monitoring with ACD software Reporting using Mitel software Fields patients calls i.e. work the queue when calls are waiting Quality customer service operations Supervision Coaching of staff De-escalation Handling complaints Supervises scheduling staff Approves leave requests Managers schedulers schedules Enforces rules and behavior (per employee handbook). Works with Human Resources on any personnel issues. Prepares performance appraisals. 6. Clientell management a. Managing confirmations b. Reducing No shows c. Waitlist management 7. Implements verification process for insurance and procedures. 8. Attend monthly manager meetings 9. Assist with Portal Registration Compliant with HIPAA, NCPA’s Compliance Plan and Code of Conduct policies Attend required courses as determined by Manager and attend required HIPAA and compliance seminars. RELATED DUTIES: Other duties as assigned. SUPERVISION RECEIVED: Reports to the Director of Business Operations SUPERVISION EXERCISED: · Supervision is exercised over scheduling staff. ENTRY-LEVEL QUALIFICATIONS: 1. AA degree in health administration. (or equivalent) 2. Must be computer literate. 3. Excellent customer service skills 4. Two to three years of supervisory experience or combination of supervisory management experience with a well-defined and implemented management-trainee program as necessary. KNOWLEDGE: · Knowledge of organizational policies, procedures and systems. · Knowledge of clinical office procedures · Knowledge of computer systems and applications SKILLS: · Skill in planning, organizing, delegating and supervising. · Skill in operating a variety of office equipment and computer programs ABILITIES: · Ability to establish and maintain effective working relationships with staff and physicians. · Ability to communicate clearly and effectively · Ability to read interpret and apply polices and procedures · Ability to set priorities among multiple requests ENVIRONMENTAL/WORKING CONDITIONS: Work is performed in a busy office environment.

Responsibilities

The Customer Service Care Team Manager supervises the overall operation of Centralized Scheduling and implements established policies and procedures. Responsibilities include monitoring call center queues, coaching staff, handling complaints, and managing scheduling staff.