PRIMARY FUNCTION: Coordinates the training and development of the Patient Contact Center Agents. Ensures all new Patient Contact Center Agents are educated on all phone policies and procedures. 

ESSENTIAL FUNCTIONS OF THE JOB: (This list may not include all of the duties that may be assigned.)

The following are in addition to the current Patient Contact Center Rep. Job Description.

 

Assists in the training and development of new Patient Contact Center Agents. Assists the Patient Contact Center Training and Development Manager in improving the quality of work and efficiency of the patient contact center staff. Assists the Patient Contact Center Training and Development Manager in educating the patient contact center staff on policy and procedure changes. Conducts monthly refresher trainings to support the development and continued education of the patient contact center staff. Assists in the development and implementation of Quality Improvement initiatives. Maintains communication with the Patient Contact Center Leadership team, and report any conflicts/disputes or incidents/accidents involving clinicians, staff, patients and/or parents to ensure the department morale and construction. Assists the Patient Contact Training and Development Manager with employee performance evaluation, continuous education and motivation. Assists the Patient Contact Center Training and Development Manager in assuring remedial or corrective actions take place when employees deviate from specified performance expectations. Must maintain a thorough knowledge of all departmental policies.

 

TYPICAL WORKING CONDITIONS: Working in a professional office environment. The position involves high & frequent call volumes. Environment requires ability to multi-task, communicate clearly & concise, data entry for extended period of times. Will require sitting for long periods of time.

Education: High School Diploma or equivalent.

 

 

Licensure: MA Diploma or Certification preferred

 

 

Knowledge, Skills & Abilities: Must have strong verbal, written, and interpersonal communication skills. Have exceptional listening and analytical skills. Demonstrates the ability to work well in a team environment. Maintain effective working relationships with employees and Management team.

 

Ability to plan, prioritize, organize workflow.  Exercises a high degree of initiative, judgement, discretion and decision-making skills.

 

 

Experience: Prefer 2 years of Phone experience working in a medical office setting.  Pediatric medical triage experience preferred.