WVU Medicine

Call Center Team Lead

WVU Medicine

full-time

Posted on:

Origin:  • 🇺🇸 United States • Virginia, West Virginia

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Job Level

Senior

Tech Stack

RealmRuby

About the role

  • Schedules outpatients in accordance with scheduling guidelines, with the ability to prioritize according to patient needs.
  • Answers phones from patients/customers professionally and responding to patient/customer inquiries and complaints.
  • Schedules patients/customers based on scheduling guidelines and medical appropriateness.
  • Researches required information using accessible resources.
  • Routing inbound calls to appropriate resources.
  • Obtaining and collecting all necessary information from the patient/customer to schedule the appointment.
  • Manages communication and coordination between the patient/customer and the providers/clinics.
  • Receives and responds to patient and staff needs and complaints appropriately within the realm of the 'patient care' environment, involving department supervisors and patient representative as needed.
  • Participates in on-going educational activities to develop, maintain, and enhance professional expertise.
  • Initial point of contact Centralized Schedulers in the Scheduling Call Center.
  • If at any time, the Team Lead is unable to resolve an issue, they will confer with the Supervisor, Call Center and Manager, Patient Access.
  • Works closely with Clinic Management, to ensure adequate communication between the Scheduling Call Center and the Clinic.
  • Performs all duties of a Centralized Scheduler
  • Must exceed expectations of a Registration Specialist and have an in-depth knowledge of the Call Center operations, scheduling, messaging and EPIC functions.
  • Adheres to the established Performance Expectations for WVU Medicine Employees in the areas of People, Service, Performance Improvement, and Shared Values & Culture.
  • Answer all questions regarding their Pod
  • Oversee training for new employees for their pods
  • Other duties may be assigned.

Requirements

  • High school diploma or equivalent
  • Two (2) years relevant experience