Contact Center - Team Lead Liaison

This position is an onsite position located in Silver Spring, MD.

Serve as liaison between the Call Center and the clinic. Assist with interviewing and onboarding of Contact Center Staff. Provide mentorship of current and onboarding contact center representatives. Provide critical feedback of performance of team members to managing supervisor.

Register and schedule patients' appointments by telephone utilizing the provider scheduler and individual departmental guidelines. Communicate with parents, patients, physicians, community doctors/staff and co-workers in a courteous manner. Responsible for obtaining and validating patient demographic and health information to ensure accurate and timely scheduling. Review of insurance information with accurate documentation into EMR and within the practice guidelines.

• Review physicians schedules ensuring scheduled appointments are within departmental guidelines.

• Serve as liaison between the call center and the clinic. Ensuring changes in templates or workflows are evaluated and communicated to call center staff.

• Monitor and correct scheduling and registration errors and provide input to supervisor for ongoing training purposes.

• Coordinate rescheduling of all appointments related to clinic maintenance cancellation.

• Communicate performance levels of the CNPA Contact Center Team to direct supervisor. Advise in areas of improvement with plan(s) for mitigation.

• Maintain the add-on process at the request of physicians and departmental staff.

• Make recommendations for internal process improvements.

• Provide support and feedback to call center representatives on proficiency. Provide additional training as needed.

• Coordinate onboarding and training of new CNPA call center staff.

• Audit call center representative recordings for quality control.

• Provide coaching and leadership to CCRs

• Provide resources to team for problem solving.

• Represent the scheduling team in any/all meetings with administrative or medical leadership

• Gather and present team data related to call, scheduling and productivity KPIs

• Manage daily staff coverage by arranging staff time and breaks

• Ensure that team provides the greatest possible coverage for inbound call queues at all times

• Monitor staff productivity throughout the day ensuring the maximum amount of coverage for inbound calls

• Ensure customer service needs are being met. Anticipate needs to "prevent fires".

• Inform co-workers of ongoing scheduling trends related to a department.

• Monitor any/all lists with requests for appointments ensuring they are managed to expectations that meet KPIs

• Provide client support to parent/guardian via phone for any or all of the following: on-line registration; scheduling, rescheduling and/or canceling of appointments whether by parent or department; notifying parent of any department changes.

• Notify parent/guardian about insurance referral forms or any pre-authorization of treatment prior to scheduled appointment.

• Notify provider status (ie participating/ non participating in network). Discuss co-payment or payment in full requirements and advise or refer parents to central business operations for financial counseling for establishing payment plan.

• Complete calls in an accurate and timely manner. Transfer calls to appropriate areas as needed. Manage escalations from staff related to service, patient care or other difficulties

• Enter appropriate notes in the system. Obtain necessary information for accurate and complete documentation of all registration printouts, consent documents and other forms.

• Communicate to Contact Center Team any updates or changes regarding payer sources that impact scheduling and registration needs.

• Collect and verify demographic, PCP/referring physician and insurance information.

• Work with insurance companies to verify insurance eligibility and coverage for anticipated services using online payer portals, eligibility software and/or direct contact with payer. Obtain authorization and benefit information from insurance companies as appropriate. Document authorization and information in appropriate Account Notes and fields.

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

• Anticipate and responds to customer needs; follows up until needs are met

• Demonstrate collaborative and respectful behavior

• Partner with all team members to achieve goals

• Receptive to others' ideas and opinions

• Contribute to a positive work environment

• Demonstrate flexibility and willingness to change

• Identify opportunities to improve clinical and administrative processes

• Make appropriate decisions, using sound judgment

• Use resources efficiently

• Search for less costly ways of doing things

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance