POSITION SUMMARY: With general direction and latitude for initiative and judgement, The Lead Patient Services Representative/Call Center Team Leader serves as the first line supervisor and provides management, directions and support to the Interventional Radiology Scheduling Operations team to ensure consistent and superior performance of the schedulers. The individual is a role model, teacher, facilitator and mentor for staff using excellent customer service problem solving skills, and exercising a thorough knowledge of departmental policies and procedures as they relate to call center functionality in support of Imaging Sciences. **SUPERVISION AND DIRECTION EXERCISED:** Coaches, mentors, plans and directs the day to day work of the Call Center team. First line supervisor for all Call Center agents: together with Call Center Manager, serves as leadership for the Call Center team. **MACHINES AND EQUIPMENT USED:** Office equipment. **TYPICAL DUTIES:** **General:** + Ensures that all callers to the Call Center are treated with respect, courtesy, and dignity and receive the best information and service possible from the Cal Center agents. + Guides the Call Center team toward achievement of call center standards of excellence. + Adheres to and ensures the execution of Call Center policies and procedures. + Initiates and implements quality improvement plans focusing on standards and system functionality.Collaborates with service lines across the SMH health system and region as necessary to ensure that the Call Center team is adequately meeting their needs. **Supervisory (30%):** + Provides direction to Call Center staff to assure smooth call center operations; provides day-to-day guidance, instruction and assistance to Call Center Team. + Develops and conducts training programs for Call Center Team. Develops and implements application references, instructional materials and any other material necessary to ensure consistent and excellent information conveyance and service delivery. + Coaches and works collaboratively with team members to resolve operational issues. + Manages changes in staff performance based upon quality monitoring data. + In conjunction with the Manager of the Call Center, approves and coordinates PTO/vacation requests and determines appropriate coverage to meet service level standard, provides call center telephone coverage during staffing shortages. + Acts as liaison between Call Center Team and Senior Management as well as Faculty. + Exhibits responsiveness to personnel at all levels by effectively communicating and sharing information. + Observes Call Center Team and assists, as necessary, with customer related issues, serves as first line of escalation for callers to the Call Center. + Uses good judgment and departmental protocols to resolve patient, consumer or physician issues; determines when situations warrant escalating to the Call Center Manager, Senior Management, Security or other areas of the health system. + Proactively serves as a resource for clinical and non-clinical departments in determining appropriate access mechanisms and ensuring access standards are being met. + Conducts initial candidate screening and interviews for prospective Call Center agents. + Provides staff feedback on performance and assists Call Center Manager with employee evaluations. + Determines appropriate resources to resolve software, hardware, or telephone problems; escalates as appropriate to ISD, UTD and/or Manager. **Service Excellence (25%):** + Monitors and ensures Call Center staff provide quality customer service. + Provides and teaches staff the highest level of customer recovery skills. + Develops and maintains a constructive working relationship with the callers, physician offices, Call Center clients, team members, supervisors and others as needed. + Works closely with clinical departments to sustain effective call center performance to meet clinical department business objectives. + Effectively communicates and collaborates with internal and external customers to ensure an integrated approach to service. + Resolves non-routine customer service/physician referral calls that may adversely affect patient care and/or customer service. + Makes outbound calls for satisfaction survey, etc. + Continuously monitors the ability and performance of staff to provide callers with assistance in scheduling appointments, contacting Health System staff and faculty and gathering and disseminating Heath System information in accordance with established protocols; performs these same functions as necessary. + Continuously monitors the ability and performance of staff to assist misdirected callers and provide them with appropriate individual or department information to address caller(s) needs; performs these same functions as necessary. + Continuously monitors the ability and performance of staff to effectively utilize Web or database systems to respond to calls requesting Health System information; performs these same functions as necessary. + Alerts manager to disruptions in automated activities and/or computer systems that impact customer service or department¿s operations. + Maintains security of all databases and confidential personnel and patient information. + Maintains customer rights in accordance with institutional policies by demonstrating respect for the individuality and wishes of others, honoring cultural and religious differences, and demonstrating ethical behaviors based on honesty, fairness and equality. + Responds to change in positive and supportive ways. + Responds quickly in stressful situations while acting appropriately and professionally. **Training (15%):** + Develops and implements training for new Call Center staff. + Evaluates training needs of existing staff, conducts ongoing functional and customer service training for Call Center staff and maintains training material and equipment. + Develops and executes cross-training programs for Call Center staff to allow flexibility in performing role and functions of service representatives. + Determines training requirements for new or recurring events, creates appropriate training plans and materials and then conducts training of Call Center staff to ensure consistent and accurate information conveyance. **Quality and Process Improvement (10%)** + Directs the development, implementation and refinement of quality management program for the Call Center staff. + Facilitates programs and activities for employee recognition, process improvement and morale. + Creates and amends office procedures /protocols manuals. + Identifies improvements and makes changes as appropriate to resolve operational issues. + Modifies Call Center processes based on quality monitoring data. + Proactively leads work improvement efforts including identifying ways to reduce wastes and costs. **Measurement and Reporting (10%):** + Monitors performance indicators using CECC and active daily monitoring. + Ensures staff members are meeting departmental goals and provides feedback to management. + Assists Call Center Manager with creation of monthly and ad-hoc reports from telephone and software systems. + Provides timely customer service issues reports to the clinical enterprise as appropriate. + Effectively uses call-monitoring function to ensure seamless service delivery, capture data for call documentation and identify need for customer recovery interventions. **Other (10%)** + Performs CECC database maintenance as necessary. + Answers incoming telephone calls and performs routine call center functions. + Attends relevant meetings. + May be asked to join departmental/institutional committees. + Performs other duties as assigned. **QUALIFICATIONS:** + High School diploma required. + Two years in a hospital call center, supervisory and/or customer service. **PREFERRED QUALIFICATIONS:** + Associate¿s degree in Business Management or Health care Management or equivalent experiences in a health care setting. + Above average proficiency in Microsoft Office applications (Word, Access and Excel); competent in information technology, telecommunications and internet. + Excellent communication skills (verbal and written); excellent customer service interpersonal and diction skills; in-depth knowledge of clinical practice, procedures, and medical terminology; ability to process a large volume of calls under pressure and manage multiple projects; proven ability to communicate effectively, collaborate and work with members within a diversified team; management experience in teleservices is preferred; training and documentation experience is preferred. + OR a combination of formal training and experience equivalent to the above. **NOTE:** **This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.** The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University¿s mission to Learn, Discover, Heal, Create ¿ and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations. **How To Apply** All applicants must apply online. _EOE Minorities/Females/Protected Veterans/Disabled_ **Pay Range** Pay Range: $20.31 - $27.42 Hourly _The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job¿s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations._ Apply for Job + Careers + Sign In + New User **Location:** Strong Memorial Hospital **Full/Part Time:** Full-Time **Opening:**