Call Center Manager

Company Description:

We are a busy medical practice of nine doctors/surgeons, with 5 full-time locations and 4 part-time locations. Our practice has been committed to excellence in patient care since its inception in the early 1970’s. Each of our partners has expertise that complements the other and allows us to offer the highest quality of care in all aspects of pediatric and adult Otolaryngology – Head and Neck Surgery. All members of our ENT practice are Board Certified in Otolaryngology – Head and Neck Surgery.

Job Descriptions:

We are seeking a highly motivated and conscientious individual with excellent communication and interpersonal skills to become part of our team. Bilingual is a plus (English/Spanish); must be available to work 8:00 - 5:00 Monday through Friday and one Saturday per month 8:00-12:00.

Duties and Responsibilities:

• Manage day to day work within the Call Center Department. Delegate the work appropriately and follow up on all the assigned jobs with the team
• Respond to incoming calls (answer 80 to 100 inbound calls daily) in a professional manner.
• Schedule doctor appointments for patients using an ECW Scheduling program.
• Respond to emails and web inquiries while scheduling appointments and general questions related to the practice.
• Focus on first call resolution, accuracy and the ability to multitask in a fast paced environment while being courteous and professional.
• Provide patients with outstanding customer service and follow-up abilities while recognizing the need for teamwork and functioning as part of a multidisciplinary team.
• Know basic medical and insurance terminology.
• Good data entry/keyboard skills to enter patient demographics and insurance information into the system.
• Route calls to appropriate offices.
• Receive priority calls from hospitals and doctors.
• Maintain, manage and update ALL doctors' clinics, on call and after hours schedule
• Run and submit reports to the reputation management team daily
• Coach and Train team as needed and required

Qualifications:

• Bilingual is a plus (English/Spanish)
• Minimum one year of call center and management experience required
• Must be able to work 8:00 - 5:00 Monday through Friday and one Saturday per month 8:00 to 12:00.
• Proficient in Microsoft Office software
• Avaya I.P. Office Phone system experience a plus
• Ability to work in a normal office environment
• Must be able to sit for extended periods of time
• eCW experience

Benefits:

• Benefits start after 90 days
• Medical Insurance
• Dental insurance
• Life insurance
• Three weeks Paid Time Off
• 6 paid holidays annually
• Profit-Sharing after one year

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Niles, IL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center management: 1 year (Required)
• eClinicalWorks: 1 year (Required)

Language:

• Spanish (Preferred)

Work Location: In person

Salary : $47,800 - $60,600