Patient Support Agent Supervisor

Job Responsibilities:

1.The Patient Support Agent Supervisor is the first line supervisor for all lead patient support agents (LPSA) and patient support agents (PSA) at the call center.

2.Responsible for creating schedules and maintaining a detailed list of time off requests.

3.Responsible for communication quality control (telephone calls, texts, emails.)

4.Responsible for coordinating policy changes with offi ce managers, surgical counselor supervisor, clerical manager, and other team leaders as needed.

5.Responsible for training PSA’s and ensuring they are up to date with any and all protocol changes.

6.Responsible for making sure PSA’s follow the triage.

7.Responsible for treating each patient as an honored guest in the clinic and greets each person calling the clinic in a professional and courteous manner.

8.Perform secretarial duties using specifi c knowledge of medical terminology and clinic procedures.

9.Responsible for conducting performance reviews.

10.Responsible for creating and submitting disciplinary reports.

11.Responsible for participating in job interviews and other requirements involving the job hiring process.

12.Responsible for staying up to date with the latest necessary training required to maintain and improve contact center operations.

Education and Experience

1.High school diploma or equivalent.

2.Minimum 3 years experience as a call center employee.

FLSA Classifi cation

Non-Exempt

Knowledge

1.Customer Service

2.English and Spanish Languages

3.Computers and Electronics

4.Acquainted with common ocular symptoms and complaints

Physical Requirements

1.Sitting for extended periods of time

2.Requires using hands to handle, control, or feel objects, tools, or controls

3.Requires repetitive movement

Job Duties

1.Handle each incoming call quickly and courteously with concern for every caller.

2.Direct phone calls to the appropriate individual

3.Scheduling patient appointments

4.Update patient information as needed

5.Take accurate and complete phone messages as necessary for other staff members according to the Clinic Policy

6.Monitor the daily, weekly, and monthly appointment schedules to ensure that potential problems are resolved in advance of the appointment

7.Maintain eff ective communication between the Administrator, Front Offi ce, and Medical Records staff .

8.Report any problems that may arise to the patient support director.

9.Operate offi ce equipment, such as copiers, scanners, and fax machine.

10.Use electronic medical records system.

11.Transmit correspondence or medical records by mail, e-mail, or fax.

12.Require being exact or highly accurate

13.Ability to make decisions that aff ect other people and/or the image and reputation of the practice

14.Adhere to company policies and protocol

15.Other Duties as assigned