Patient Care Call Center Supervisor in Santa Ana, CA at Quest Diagnostics

Date Posted: 1/8/2021

Job Snapshot

Job Description

Supv, Patient Care Call Center- Santa Ana, California - Mon - Fri  6:30AM - 3:30PM 

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Job Summary:  
Under general direction of the Patient Care Call Center Senior Manager, responsible for inbound operational production and performance overall.  Responsible to oversee, coach, and monitor direct report performance, perform routine phone calls and data entry necessary for appointment scheduling, assist employees with training, new hire selection and performance management.  Works with Sr. Manager and Provider Relations to oversee project management of all inbound projects, collaborate with account management team to meet inbound client objectives.  Collaborates with peers to ensure client expectations are met.  Performs customer service-related duties as needed.    

Essential Job Duties:  
The following tasks are essential for this position.  Incumbents in this classification may not perform all these tasks or may perform similar related tasks not listed here.  
Manages Patient Care Coordinators (PCC’s) to meet performance expectations. 
Supervises Group Leads to maximize provider utilization and distribute workload to Patient Care Coordinators.  
Reviews routine tracking lists of all outgoing phone calls made.  
Monitor InContact dashboard for all Patient Care Coordinators performance and production. 
Oversees Call Center Operation team calls to ensure Patient Care Coordinators follow pre-approved scripts and guidelines provided.   
Oversees Patient Care Coordinators to make sure they are following instructions provided by Medical Providers and contracted health plans.  
Files documents and maintains a tracking system for quick data retrieval.  
Provides departmental administrative support services as needed, including answering phone calls and assisting where needed 
Follows up with Medical Providers and other medical professionals regarding appointments and other information as needed.  
Makes recommendations for process improvement.  
Take appropriate action to ensure compliance is maintained to company policy and procedures, standards of conduct, and with state, and federal rules, regulations, and laws.  
Responsible for recording and calculating bonuses for Client Services team on weekly basis  
Continually assists in the training and interviewing process for new Patient Care Coordinators.  
Relieves/assists in Group Lead responsibilities as needed and when requested will arrange travel for Medical Providers.  
Performs related duties as required.  

Knowledge of:  
Call Center Telephony systems such as InContact, Aspect, Nice or Edge. 
Office procedures, methods, and equipment, including computers and applicable software applications, such as Microsoft Office, word processing, spreadsheets, and databases.  
Functions, policies, and procedures of relevant departments and/or operations.  
Professional communication and writing techniques.  

Skill and Ability to:  
Manage, supervisor, coach and motivate employees. 
Plan, organize, prioritize, and perform duties as assigned with minimal supervision.  
Operate standard office equipment, a personal computer, and relevant software.  
Interpret and apply department policies and procedures.  
Communicate clearly and concisely, both orally and in writing.  
Research and compile information.  
Maintain extensive records.  
Establish and maintain effective working relationships with the public and all levels of staff and management.  
Successfully adapt in a high-volume, fast-paced working atmosphere with multiple activities.  
Prepare clear, concise, and comprehensive summary reports and written materials.  

Training and Experience:  
2 years of supervisory/management experience.  
Sales supervision experience a plus. 
Knowledge of InContact a plus. 

Licenses and Certificates: 
High School Diploma acceptable, some college course work helpful 

Physical Requirements and Working Conditions: 
Requires vision (which may be corrected) to read small print. 
Requires mobility of arms to reach and dexterity of hands to grasp and manipulate small objects. 
Performs lifting, pushing and/or pulling which does not exceed 25 pounds and is an infrequent aspect of the job. 
Subject to inside environmental conditions. 
May be required to work at a video display terminal for prolonged periods. 

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