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    "requisitionDescription": "<div><div><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/24.28.20/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\">&nbsp;<link href=\"https://static.workforcenow.adp.com/mas/mdf-components/24.28.20/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"><div class=\"fr-view\"><p id=\"isPasted\"><strong><em>PRIMARY FUNCTIONS:&nbsp;</em></strong>Responsible&nbsp;for&nbsp;delivering&nbsp;high&nbsp;standards&nbsp;of&nbsp;service&nbsp;to&nbsp;patients&nbsp;by&nbsp;making&nbsp;the most effective and efficient use of call-center staff and technology resources.&nbsp;Uses a range of measurements to monitor, analyze and plan improvements to call-center performance. To meet these responsibilities, the lead must be a combination of expert service provider, coach, trainer, mentor, motivator and supervisor.</p><p>Demonstrates a sincere dedication and loyalty to the philosophy and mission of Neighborhood Health</p><p><strong>DUTIES/ RESPONSIBILITIES:&nbsp;</strong>(<strong><em>Essential Functions:&nbsp;</em></strong><em>Duties and responsibilities noted with bullets are considered to be the essential functions of the job).</em></p><ul><li>Make&nbsp;necessary&nbsp;changes&nbsp;in&nbsp;staffing&nbsp;based&nbsp;on&nbsp;day&nbsp;of&nbsp;the&nbsp;week&nbsp;and&nbsp;other&nbsp;anticipated&nbsp;events.</li><li>Monitors&nbsp;productivity&nbsp;of&nbsp;call&nbsp;center&nbsp;representative&nbsp;and&nbsp;generates&nbsp;reports.</li><li>Reviews&nbsp;call&nbsp;center&nbsp;data&nbsp;to&nbsp;monitor&nbsp;the&nbsp;patient&nbsp;experience&nbsp;and&nbsp;subordinate&nbsp;statistics.</li><li>Monitoring&nbsp;of&nbsp;individual,&nbsp;team and&nbsp;call&nbsp;center&nbsp;results&nbsp;to identify and&nbsp;act&nbsp;on&nbsp;both&nbsp;positive and negative&nbsp;performance&nbsp;trends&nbsp;to&nbsp;insure&nbsp;attainment&nbsp;of&nbsp;revenue&nbsp;goals&nbsp;and&nbsp;performance&nbsp;targets.</li><li>Monitors&nbsp;service&nbsp;calls&nbsp;to&nbsp;observe&nbsp;employee&nbsp;demeanor,&nbsp;technical&nbsp;accuracy,&nbsp;and&nbsp;conformity&nbsp;to company policies.</li><li>Answers&nbsp;questions&nbsp;and&nbsp;recommends&nbsp;corrective&nbsp;services&nbsp;to&nbsp;address&nbsp;patient&nbsp;complaints.</li><li>Communication and follow-up to ensure representatives are fully informed of all new information&nbsp;related&nbsp;to&nbsp;products,&nbsp;procedures,&nbsp;patient&nbsp;needs&nbsp;and&nbsp;company&nbsp;related&nbsp;issues, changes or actions.</li><li>Keys&nbsp;information&nbsp;into&nbsp;computer&nbsp;to&nbsp;compile&nbsp;work&nbsp;volume&nbsp;statistics&nbsp;for&nbsp;accounting&nbsp;purposes&nbsp;and to keep records of patient service requests and complaints.</li><li>Determines&nbsp;work&nbsp;procedures,&nbsp;prepares&nbsp;work&nbsp;schedules,&nbsp;and&nbsp;expedites&nbsp;workflow.</li><li>Studies&nbsp;and&nbsp;standardizes&nbsp;procedures&nbsp;to&nbsp;improve&nbsp;efficiency&nbsp;of&nbsp;subordinates.</li><li>Maintains&nbsp;harmony&nbsp;among&nbsp;workers&nbsp;and&nbsp;resolves&nbsp;grievances.</li><li>Prepares&nbsp;composite&nbsp;reports&nbsp;from&nbsp;individual&nbsp;reports&nbsp;by&nbsp;subordinates.</li><li>Provides&nbsp;oversight&nbsp;and&nbsp;management&nbsp;for&nbsp;the&nbsp;daily&nbsp;operations&nbsp;of&nbsp;the&nbsp;medical&nbsp;office.</li><li>Provides backup to key positions during peak times and staff absences. This requires knowledge of both clerical and clinical non-physician office duties.</li></ul><p><strong>OTHER&nbsp;DUTIES:</strong></p><ul><li>Greets patients as they contact the center by telephone.</li><li>Schedule&nbsp;appointments&nbsp;as&nbsp;per&nbsp;established&nbsp;policies&nbsp;and&nbsp;procedures.</li><li>Answer&nbsp;all&nbsp;incoming&nbsp;calls&nbsp;and&nbsp;route&nbsp;them&nbsp;to&nbsp;the&nbsp;appropriate&nbsp;staff&nbsp;as&nbsp;needed.</li><li>Register&nbsp;all&nbsp;patients&nbsp;per&nbsp;registration&nbsp;protocols&nbsp;over&nbsp;the&nbsp;phone.</li><li>Work&nbsp;closely&nbsp;with&nbsp;other&nbsp;department on&nbsp;appointment&nbsp;scheduling&nbsp;and&nbsp;services&nbsp;offered&nbsp;to&nbsp;ensure smooth patient flow and cut down on waiting time.</li><li>Respond&nbsp;to&nbsp;patients&rsquo;&nbsp;inquiries,&nbsp;requests,&nbsp;dispute&nbsp;over&nbsp;the&nbsp;phone,&nbsp;and&nbsp;route&nbsp;it&nbsp;to&nbsp;the&nbsp;appropriate department or staff.</li><li>Explain&nbsp;the&nbsp;services&nbsp;available,&nbsp;payment&nbsp;categories,&nbsp;and&nbsp;billing&nbsp;procedures.</li><li>Assist&nbsp;with&nbsp;developing,&nbsp;coordinating&nbsp;and&nbsp;recommending&nbsp;changes&nbsp;for&nbsp;the&nbsp;improvement&nbsp;of workflow in the program or section area.</li><li>May&nbsp;be&nbsp;assigned&nbsp;to&nbsp;various&nbsp;project&nbsp;lead&nbsp;roles&nbsp;to&nbsp;advance&nbsp;the&nbsp;development&nbsp;of&nbsp;the&nbsp;department and support ad hoc needs.</li><li>Able&nbsp;to&nbsp;work&nbsp;under&nbsp;minimal&nbsp;supervision.</li><li>Employee will be asked to perform additional duties and take on other responsibilities as dictated by events and circumstances.</li></ul><p><strong>QUALIFICATION/EDUCATION and/or EXPERIENCE REQUIREMENTS:</strong></p><ul style=\"list-style-type: disc;margin-left: 86px;\" id=\"isPasted\"><li>High&nbsp;school&nbsp;diploma&nbsp;or&nbsp;general&nbsp;education&nbsp;degree&nbsp;experience.</li><li>Minimum&nbsp;of&nbsp;2&nbsp;years&nbsp;of&nbsp;experience&nbsp;in&nbsp;a&nbsp;health&nbsp;care&nbsp;setting&nbsp;or&nbsp;comparable&nbsp;verifiable training/experience.</li><li>Bilingual&nbsp;in&nbsp;English&nbsp;and&nbsp;Spanish&nbsp;required.</li><li>Supervisory and leadership experience.</li><li>Multi-task oriented.</li><li>Excellent communication skills and problem solving abilities.</li><li>Patient service oriented. Presents a professional, caring image to patients.</li><li>Exercises discretion and integrity when dealing with confidential material.</li><li>Performs duties in a professional and tactful manner.</li><li>Knowledge of medical terminology.</li><li>Possess professional attitude.</li><li>Maintains effective working relationship with physicians and supervisor.</li><li>Excellent interpersonal communication skills and the ability to work effectively with a diverse work force and client base.</li><li>Experience with information technology, electronic health records, medical records, culturally diverse populations and care of underserved populations.</li><li>Experience with database maintenance and reporting.</li><li>Knowledge of local health care environment.</li></ul></div></div></div>\n",
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