Outbound Call Center Manager jobs in Buffalo, NY

Schedule: Monday - Friday, 8:00 am - 4:30 pm

Location:  Amherst, NY 

Position Summary: Under manager and lead support is responsible for providing excellent customer service while making outbound calls to appropriate personnel (i.e. offices or patient directly), creating new patient accounts, scheduling neurology appointments, and maintaining strict confidentiality of patient information. The goal of this position is to schedule incoming referrals in a timely manner to make sure schedules are maximized.

Responsibilities of Position: 

• Provide excellent customer service in all interactions with patients, clinical support staff, management, and providers
  1. Demonstrate the ability to remain calm and respectful when dealing with all callers
  2. Demonstrate the ability to work well with high call volumes
  3. Demonstrate the ability to accept responsibility for appropriate conduct within the office setting and with other department associates by professional interactions with other representatives of services at the Dent
  4. Ability to collaborate with coworkers and be a team player
• Demonstrates a thorough understanding of Call Center policies and procedures as outlined in the training manual
  1. Transfer telephone calls to appropriate locations, departments and personnel within the organization as needed when speaking to patients.
  2. Transfer patients to proper clinical resources for health care questions and to proper clerical resources for non-clinical support
  3. Work with referring provider offices to schedule patients in a timely and accurate manner, to meet both patient and provider needs
  4. Create and update patient accounts with demographic and insurance information
  5. Confirm and cancel patient appointments for all specialties and multiple ancillary services
  6. Schedule neurology appointments and behavioral health appointments through any manner they come in (i.e. voicemail, portal, referrals, p2p, telephone encounters, etc.)
  7. Possess an understanding and knowledge of subspecialty and individual provider scheduling protocols and guidelines
  8. Possess an understanding of injection scheduling protocols and guidelines including when prior authorization is needed
  9. Possess an understanding of insurance participation, co-pays, and deductibles
  10. Maintain strict confidentiality of all patient information
  11. Work with support staff to provide external providers with immediate access to Dent providers for emergent requests
  12. Completes clerical duties in a time efficient manner as set forth by the Manager
• Functions as a member of the health care team related to patient care by interactions and cooperation with physicians and other health care professionals
  1. Work with medical secretaries, checkout staff, triage nurses, and medical assistants to ensure appropriate scheduling and handling of patient needs
• Meet or exceed key performance indicators
  1. Meet or exceed expectations for tone, accuracy, outbound call volumes, response times, and average durations
  2. Meet or exceed expectations on monthly call grading
• Actively participate in ongoing training and development in a professional manner.
  1. Participate in weekly team huddle and monthly team meeting
  2. Demonstrate the ability to review and discuss performance with the Manager
  3. Reports errors or problems in a timely and professional manner so that appropriate action may be taken for patient care
• Performs other duties as assigned or requested

Preferred Experience:

• 1-year experience in a call center or customer service environment

Compensation:

• Most candidates will start within the first quartile of the pay range
• Rates are commensurate with experience

EEO Statement: DENT Neurologic Institute is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.