CALL CENTER OPERATOR LEAD

Company Description: 

Axis Community Health, a nonprofit established in 1972, provides comprehensive healthcare services to over 15,000 individuals across all age groups in the Tri-Valley area. The mission of Axis Community Health is to provide quality, affordable, accessible and compassionate health care services that promote the well-being of all members of the community.

Our mission is rooted in delivering high-quality patient care, encompassing primary healthcare, mental health support, and dental services. We are committed to ensuring access to essential healthcare services for every member of our community, irrespective of financial status, living situation, or insurance coverage.

Job Summary:

The role of a Call Center Operator Lead is responsible for managing various tasks such as appointment scheduling, patient communication, and call center operator training. The Lead is also involved in resolving patient issues, collaborating with leadership, and ensuring outstanding customer service. In addition, you will be responsible for managing clinic operations and efficiently handling patient services in collaboration with medical staff and clinical teams.

Qualifications: 

• High school diploma or equivalent. 

• Minimum one (1) year of experience in a call center, with medical office duties. Appointment scheduling is a plus.

• Excellent telephone etiquette.

• Proven ability to build relationships with patients and staff; must be service oriented.

• Knowledge of Medical Terminology.

• OCHIN Epic is a plus.

• Experience with multiple phone lines, fax, copier, and alpha/numerical filing. 

• Excellent time management skills to meet goals and objectives. 

• Process and deadline driven.

• Ability to multi-task effectively; dependable, organized, and self-motivated individual.

• Able to conduct yourself and answer patient inquiries in a courteous and professional manner. 

• Strong analytical, employee relations, and excellent interpersonal skills.

• Excellent writing, business communication, editing, and proofreading skills.

• Ability to interact effectively and in a supportive manner with persons of all backgrounds.

• Proactive, self-motivated and able to work independently as well as on a team with the ability to exercise sound independent judgment.

• Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.

• Ability to establish and maintain positive and professional working relationships.

• Must be able to adjust priorities quickly as circumstances dictate.

•  Must be able to be at work regularly and on time.

• Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.

• A can-do attitude, with attention to detail.

• Ability to type a minimum of 35 WPM with minimal errors.

• Must have good computer skills using Microsoft Office and the ability to use Axis departmental systems.

• Must be able to use office equipment (i.e. copier, fax, etc.).

Essential Duties/Responsibilities 

• Serve as the key responsible person in the call center when the supervisor is not available.  

• Monitor the Axis appointment cancellation line and contact patients to reschedule. 

• Manage the provider scheduler requests. 

• Monitor and reply to patient MyChart appointment requests. 

• Review Care Message text cancellations. 

• Train and on-board call center operators, ensuring team members’ success.

• De-escalate and resolve patient issues, grievances, and inquiries, as necessary.

• In collaboration with Axis leadership and the I.S. department, assist with workflow development and EPIC service/enhancement pack user testing.

• Schedule incoming calls following the scheduling guidelines and protocols.

• Transfer and redirect phone calls to appropriate staff and departments.

• Translate for the Triage Nurse as needed.

• Have complete knowledge and understanding of clinic operations and procedures. 

• Collaborate with medical records, nurses, and clinical staff to efficiently handle patient services.  

• Provide outstanding customer service to clients.  

• Participate in staff meetings, and attend other meetings and training events as assigned.

• May be required to perform other related duties, responsibilities, and special projects as assigned.

Benefits: 

• Employer paid health, dental, and vision benefits to the employee. 

• Option to participate in a 403(B) retirement plan with employer matching contribution. 

• Partial educational reimbursement. 

• 12 paid holidays. 

• Accrued paid time off with each pay period.  

• Employee discount programs. 

Connect with Axis:

Company Page: https://www.axishealth.org

Facebook: https://www.facebook.com/axiscommunityhealth 

LinkedIn: https://www.linkedin.com/company/axis-community-health

Annual Gratitude Report: https://issuu.com/axiscommunityhealth/docs/gratitudereport2024

Physical, Cognitive, and Environmental Working Conditions:

Work is normally performed in a typical clinic office work environment (and, in some cases, telecommuting sites). The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions of this position if the accommodation request does not cause an undue hardship.

Physical: Occasionally required to carry/lift/push/pull/move up to 20lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, reaching over the shoulder, reaching over the head, reaching outward, sitting, walking on various surfaces, standing, and bending. Occasional travel to other Axis health centers and other occasional travel will be required.

Equipment: Frequently required to use repetitive motion of hands and feet to operate a computer keyboard, telephone, copier, and other office equipment for extended periods.

Sensory: Frequently required to read documents, written reports, and signage. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff etc. Must be able to speak clearly, understand normal communication, and be understood.

Cognitive: Must be able to analyze the information being received, count accurately, concentrate and focus on the given task, summarize the information being received, accurately interpret written data, synthesize information from multiple sources, write summaries as needed, interpret written or verbal instructions, and recognize social or professional behavioral cues.

Environmental Conditions: Frequent exposure to varied office (medical clinic/office) environments. Rare exposure to dust and loud noises.

Disclaimer: This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, Axis Community Health reserves the right to modify or change the requirements of the job based on business necessity. 

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