Supv-Call Center - Lakeshore Totem Lake Primary Care

Company: EvergreenHealth
Location: Kirkland
Posted on: January 7, 2022

Job Description:

Job Summary:Responsible for the efficient day-to-day operations of Lakeshore Call Center including the patient scheduling, messaging, and the development and ongoing updates to standard work, workflows, and policies. Manages department employees, new projects, process, and quality improvement initiatives in collaboration with Manager. Coordinates with internal and external departments and business partners as necessary for successful management of service operations. Responsible to keep senior leadership apprised of departmental concerns that impact daily service, customer service, and overall performance of this service division.Primary Duties:Responsible for the efficient day-to-day operations of Lakeshore Call Center operations.Establishes call handling standards and reports staff productivity monthly.Participates in the ongoing development of process and policy for Lakeshore Call Center with project development and implementation of new services and programs as occur with organizational strategic initiatives. Maintains departmental standards and operating objectives to ensure laws, regulations, policies, and procedures are followed.Participates in EMR workflow designs, partnering with IT for changes when needed to best support efficient workflows, serving as a subject matter expert for Lakeshore Call Center and front-line service workflows.Collaborates on phone queues set-up and design in partnership with VoIP team. Troubleshoots phone queue problems with IT / VoIP for problem resolution to successfully resolve service interruptions.Responsible for new employee set-up related to Logins and Agent Profiles (phones and operating systems), set-up of printers/fax/RightFax, assigning distribution lists, and access to needed systems to support daily operations.Provides EMR and other systems application expertise and troubleshooting support to Lakeshore Call Center employees, Healthline staff, and as needed for successful daily operations.Functions as a liaison with EHPC Clinic Managers, Director, IT, Marketing, and Administration on collaboration related to change management and process improvement.Develops optimal scheduling templates, maintains staff schedules, and monitors workflow and staff efficiency to ensure optimal department performance and productivity. This includes oversight of team and individual schedules within LaborWorkx.Responsible for the development of a continuous quality improvement culture and follow-through of projects from design through completion, working in conjunction with other leaders and departments as needed to effectively support the varied services of Lakeshore Call Center.Facilitates new position management, including submission of ePAR requests and position requests to Position Approval Council (PAC), interviewing, and hiring of non-clinical staff for assigned departments.Maintains comprehensive knowledge of all aspects of Lakeshore Call Center employee duties and actively collaborates with Manager to support all teams as needed for efficient daily Call Center business needs.Works collaboratively among all EvergreenHealth departments to support current and future business needs of Lakeshore Call Center to ensure goals and visions align with strategic initiatives and imperatives of EvergreenHealth.Works collectively with Manager and Director to ensure overall effectiveness and value of Lakeshore Call Center to internal EH customers and physician offices.Works collectively with Manager and Director to ensure budgetary goals are achievable and cost objectives are met for departmental cost centers.Performs other duties as assigned.REQUIRED for the position:Associate Degree or equivalent combination of education/experience2 years of supervisory or leadership experienceAbility to manage multiple priorities and direct activitiesDemonstrates ability and willingness to make informed decisionsDemonstrates problem-solving skills and deals with new situations with flexibility and creativityEffective customer service and staff development skillsKnowledge of Cisco Call Manager system DESIRED for the position:Bachelor's Degree in Business, Communications, or a related field2 years of experience in a Call CenterKnowledge of answering service systems, Amtelco Infinity Answering Service call center application, Electronic Health Record systems such as Cerner, software applications, especially Microsoft Word and ExcelIND123

Keywords: EvergreenHealth, Kirkland , Supv-Call Center - Lakeshore Totem Lake Primary Care, Other , Kirkland, Washington