Operator Supervisor - Neighbourhood health center : Job Details

At Neighborhood Health Center, you'll find a kind and rewarding workplace with a fulfilling mission of providing impactful healthcare while striving for health equity. Neighborhood is the largest and longest serving Federally Qualified Health Center (FQHC) in Western New York. Together, we provide high quality care to diverse individuals and families, regardless of ability to pay.Responsibilities:

• Answers telephone in a polite and professional manner
• Responsible for the day-to-day functions of Call Center/Operators for (part I) Blasdell, (part II) NHC.
• Supervises Blasdell and/or other site Operators to include scheduling, guidance and performance evaluations
• Builds spreadsheets and auditing schedules for Operator quality purposes
• Manages time/attendance of direct reports and completion of work schedule in a timely manner
• Effectively grades phone calls based on our workflows and the recording of the call
• Participates in the recruitment of departmental staff and assures proper training of staff in relation to departmental policies and procedures
• Super-user of Mitel phone system
• Reviews scheduled appointments for accuracy and holds staff accountable in following the scheduling restrictions.
• Monitors phone hold time and allocates appropriate resources to handle current phone volume.
• Assures/confirms patient portal message are handled promptly.
• Builds relationships between the Operators and Front Desk, Medical Records and Clinical teams.
• Assures the message boxes are cleared of provider and patient requests timely and sent to the appropriate clinical staff according to organizational procedure.
• Assures staff uses language supports to meet the diverse needs of patients and registration.
• Properly and promptly directs calls that need immediate attention to the appropriate department/staff
• Schedules appointment for all departments and locations in accordance with organizational guidelines
• Utilizes the EMR to send clinical messages to the appropriate departments
• Confirms appointments as directed
• Attends and participates in management meetings is required.
• Attends departmental, manager, QA/QI, general staff meetings.
• Understands the patient portal, what it offers and can inform our patients how it can assist them in communicating with the Health Center
• Other duties as assigned.

Requirements:

• High School diploma or equivalent; Bachelor's degree preferred
• Prior Lead or Supervisory experience in call center or customer service function required
• Excelled Microsoft skills including word and excel
• Must be able to read, write and speak the English language. A second language of Spanish is preferred

Compensation: $22-$25/hourIndividual compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other position related componentsWhy Neighborhood?There are many fantastic benefits to a career at Neighborhood. We offer a kind, diverse, team-based work environment with competitive compensation and potential bonus, as well as comprehensive benefits, including medical, dental, life insurance, 403b match, health savings accounts, generous paid time off and loan forgiveness, if applicable. Neighborhood Health Center is an equal opportunity employer that is committed to the practice of equity and inclusion.