Job Information
Fenway Health Medical Call Center Supervisor in Boston, Massachusetts
Medical Call Center Supervisor
Boston, MA (http://maps.google.com/maps?q=75+Amory+St+Boston+MA+USA+02119) • Medical
Job Type
Full-time
Description
Under the supervision of the Medical Call Center Manager, the Medical Call Center Supervisor is responsible for supervising personnel, communicating regularly with staff, identifying opportunities to improve the patient experience, ensuring adequate staffing to meet operational needs, providing feedback, carrying out organizational and departmental policies and procedures, and recruiting/retaining/training staff.
The Medical Call Center Supervisor demonstrates and holds the MCC team accountable for excellent customer service in order to create an exceptional first impression of services to the patients, families, and all other parties that interact with the Medical Call Center. The Medical Call Center Supervisor is an active member of the MCC Team and will take calls with the MCC Team when not completing supervisory duties.
Representative Duties
Provide Excellent Customer Service
Greet each client in warm, welcoming, and professional manner
Log information on calls received, where required to maintain detailed and accurate records
Provide clients with correct and accurate information regarding Fenway Health services and providers
Refer unusual or difficult situations to MCC Manager
Act as a liaison for the patient and health center by troubleshooting patient needs to secure a 1 to 2 call resolution
At all times maintain patient confidentiality
Establish and maintain effective working relationships with co-workers, supervisors and the general public
Schedule appointments according to established procedures
Schedule appointments according to patient needs and provider availability
Follow established scheduling procedures for booking, cancelling, rescheduling appointments
Document Caller Requests in EMR and Route to Appropriate Team Member
Using standardized workflows, document caller needs within EMR based on reason for call
Accurately record patient request in EMR document
Determine how to best serve caller’s request by referencing established work flows (ex: medical advice call flow, prescription request call flow, records request call flow)
Data Analytics: Generate Call Center Performance Reports
Run performance reports as directed by the MCC Manager
MCC Metrics (call volume, answered, missed, abandoned, etc.)
MCC Agent Performance Metrics
Under the direction of MCC Manager communicate metrics with MCC Team on a regular basis
Assist MCC Manager with Training, Recruitment and Supervision of MCC Team
Assist with onboarding and training new staff
Contribute to orientation and training planning and development
Promote, facilitate, and provide quality efficiency, one call resolution, and patient satisfaction
Assist Call Center staff with escalation calls
Assist MCC Manager with investigation and resolution of patient feedback reports and incident reports
Position-Specific Competencies
Able to relate appropriately to, communicate effectively with, and develop trusting relationships with leadership and MCC Team
Demonstrates flexibility regarding job duties and assignments and be open and willing to engage in change and innovation
Ability to travel to various clinics, as required
Ability to work well under pressure and multi-task with minimal supervision.
Understands the importance of maintaining confidentiality; able to maintain strict confidentiality standards
Understanding of medical terminology
Demonstrate a high degree of tact and diplomacy
Meet agency participatory expectations
Adheres to all agency and departmental policies and procedures
Participates in quality assessment and improvement activities as requested
Adheres to the highest principles of patient and client confidentiality
Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
Attends all required meetings, in-services and professional trainings
Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
Serves on agency committees and in professional organizations when requested
Perform related duties as assigned
Requirements
High school diploma/GED required
2 years of experience working in an inbound call center
Previous experience supervising employees, or experience with employee oversight and development including training, assigning and directing work/assignments
Strong computer and typing skills
Ability to work cooperatively as part of a team
Strong customer service and problem-solving skills
Familiarity with the LGBTQIA community and people living with HIV/AIDS as well as a commitment to community health
Proficiency in written and spoken English
Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.
Willingness to contribute towards Fenway’s efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.
Preferred Qualifications:
2 years of experience in a medical setting
Experience with electronic medical records (Epic experience a plus)
Bilingual
This position requires the ability to interact positively, constructively and effectively with staff, providers, and other departments
Physical Requirements:
Ability to meet the following physical requirements with or without reasonable accommodation:
Sit at a computer station for extended periods of time
Ability to keyboard for extended periods of time
We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more.
LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.
Salary Description
$48,600-$56,100