Patient Call Center Supervisor

About Us

OCLI is an innovative, world-renowned multi-specialty Ophthalmology practice. We have offices throughout Nassau and Suffolk County, Manhattan, Lehigh Valley Pennsylvania, New Jersey and Connecticut, as well as a surgery center in Westbury, NY, Norwalk, CT and Lehigh Valley, PA. Our practitioners are some of the most respected physicians in the region, earning their reputations as esteemed innovators and complication-solvers. Through our dedicated team of physicians and support staff, we deliver the highest quality, personalized eye care in comfortable and technologically advanced offices.

In response to the COVID-19 situation, OCLI is following enhanced safety protocols consistent with guidelines put forth by the CDC and the World Health Organization (WHO) to protect our patients and colleagues. Click here to learn about how we are keeping you safe.

Some of the benefits of joining our team include:

• Opportunities for growth and advancement in the field of Ophthalmology
• Study materials provided and reimbursement for exam expenses related to certifications for: Ophthalmic Scribe, Ophthalmic Technician, Ophthalmic Assistant and Ophthalmic Coding Specialist
• Bonuses upon certification
• Paid time off
• Health Insurance options
• Life insurance policy
• 401K plan
• Employee Referral Program
• Mentorship Program

Description: As the Patient Call Center Supervisor, you will play a vital role in the level of service our patients receive by providing unparalleled customer service. Prior customer service experience is preferred, especially in an eye care, medical/healthcare practice or call center environment. You should be able to communicate professionally, be comfortable working in an office environment (currently a work-from-home virtual position), have a strong customer service background and spirit, possess excellent computer and organizational skills, and embody a welcoming/friendly demeanor. Your schedule may vary based on the call volume and needs of our business. You must have the flexibility to work within the hours of operation, including occasional weekends. This full-time position is responsible for knowledge and performance of all Patient Call Center Coordinator and responsible for the effective management of our high-volume patient scheduling call center. Will assist Director in daily operations of Patient Call Center department.

Primary Responsibilities include, but are not limited to the following:

• Assists Director with all responsibilities for effective management of Patient Call Center team, including the successful management of patient/customer satisfaction, quality standards, performance improvement, and personnel performance/productivity.
• Manages all material, financial and human resources within assigned area(s).
• Establishes a culture of service excellence, focusing on patient, physician, and colleague satisfaction and engagement.
• Assists Director with supervision for all staff within the scheduling department (Inbound/outbound). Will have direct reports.
• Ensures departmental administrative responsibilities in the absence of the Director.
• Performs all job functions of the Patient Call Center Coordinator staff
• Maintains proficiency and knowledge in all areas of Patient Call Center scheduling and provides phone coverage as needed to meet department Service Level goals.
• Oversees orientation and training for new employees and offers feedback to Director throughout onboarding process.
• Provides NextGen, GloCom, Brevium and all other Call Center protocol training for all Call Center staff. Monitor and score the training assessments.
• Assists Director as resource for internal customers regarding complaints and concerns; and acts as an escalated resource for external customer issues. Remains professional and courteous, and builds effective relationships with all customers.
• Monitors real time team performance to drive service level goals. Prepares reports to assess individual staff performance and accuracy and provides feedback to Director.
• Assists Director in monitoring/scoring/coaching of Patient Call Center Coordinator phone calls for call quality and accuracy. Current goal is minimum of 5 calls/month per agent.
• Provides feedback to Director for Annual Performance Reviews. Assists with candidate interview process.
• Exhibits flexibility and adaptability to meet the needs of customers, operational team, and leadership team.
• Works collaboratively & courteously with all other departments to ensure a positive patient experience.
• Serves as point person for software and process/protocol questions or concerns. In conjunction with Director, facilitates resolution of issues. Prepares and disseminates effective communication of issue resolution to staff.
• Performs various administrative functions and other duties/projects as assigned.

Knowledge, skills and abilities:

• Customer service principles and techniques.
• Proficiency in relevant computer applications (MS Word, Excel, PowerPoint, Google Suite, etc.) as well as data entry/typing & computerized scheduling systems (EMR/EHR).
• Possess excellent verbal, written and listening communication skills to be able to effectively communicate and present information to patients, clinics, and other employees of the organization.
• Multi-task effectively & communicate calmly/compassionately in a high-volume call center.
• Read, comprehend and write simple instructions, short correspondence, and memos.
• Carry out detailed written or oral instructions.
• Resolve issues involving following of company protocols and guidelines.
• Must be able to work independently or as part of a team.
• Bi-lingual, English/Spanish preferred but not required.

Position Type/Expected Hours of Work

This is a full time position requiring 40 hours per week, (excluding meal period), and is generally worked Monday through Friday between the hours of 8:00AM - 6:00PM. Occasional supervisory coverage on Saturday 8:00AM – 1:00PM and Sunday 9:00AM – 2:00PM may be necessary and scheduled in advance. More specific hours and schedule shall be established and communicated in a written offer of employment and will be subject to the needs of the organization, which may be subject to change from time to time.

Education, Experience / Preferred Qualifications

• Associates or Bachelor's degree in health industry discipline such as Business Administration, Hospital Administration, Public Administration or other related fields of study preferred. Candidates currently attending classes towards a degree may be given consideration.
• Minimum of two (2) years of prior leadership experience (formal or informal) preferred.
• Minimum 3 years' ophthalmology/eye care/health care practice experience as a Team Lead, Patient Call Center/Care Coordinator or Customer Service specialist, including appointment scheduling activities for a practice, healthcare network or as a third party vendor desired.
• General knowledge of current ophthalmology practices, concepts and procedures is preferred.
• Experience working with public & demonstrated strong communication/customer service skills
• Prior inbound/outbound call center and telephone experience preferred
• Experience managing complex customer relationships; proven ability to problem solve, and to effectively partner across multiple disciplines a must.
• Demonstrated experience working in a high volume/high visibility environment, managing teams with diverse job duties and skill sets.
• Must be able to multitask, and manage resources across multiple activities with varying workloads. Excellent communication skills including verbal, written, active listening and interview skills.
• Demonstrates initiative and self-motivation.
• Able to function independently as well as interdependently
• Experience developing and/or improving workflows
• Knowledge of basic call center measures and metrics
• Previous experience with EMR/EHR systems

Physical Demands

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. Specific vision abilities required include close vision and ability to adjust focus.

Work Environment

The noise level in the work environment should be quiet.

• Spectrum Vision Management provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.