Call Center Lead - Psychiatry Southlake Campus

The OAM (Office of Access Management) Call Center Lead monitors incoming call volume throughout the day and assigns staff accordingly to various scheduling duties. They assist the supervisor with measuring OAM staff productivity, adherence to quality assurance measures and providing coaching to staff as needed. The OAM Call Center Lead is involved in the hiring and training of new staff. The OAM Call Center Lead also functions as an OAM scheduling Associate: assisting patients with scheduling appointments and insurance registration with The University of Kansas Health System's outpatient clinics. The OAM Call Center Lead is an example to their team for providing the highest level of customer service. The OAM Call Center Lead works out of the OAM Call Center location and may have the opportunity to work remotely at home after demonstrating consistent competency with job duties.

Responsibilities and Essential Job Functions

• Delivers expert knowledge regarding clinic-specific processes.
• Acts as subject matter expert on assigned clinics
• Monitors daily call volume to assign staff based on fluctuations.
• Trains new employees on department, POD, and clinic-specific operational protocols and workflows using approved materials and approaches.
• Uses training delivery methods per the curriculum plan including classroom content, on-the-job, and interactive hands-on exercises
• Evaluates trainee progress using provided assessment tools
• Provides feedback to the Assistant manager and Training & QA Manager on trainee's progress
• Handles calls as needed to ensure department meets service level goals
• Supports daily activities of staff in pod and is available to answer staff questions as needed
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate
• 3 or more years of progressively responsible and directly related healthcare access work experience.

Preferred Education and Experience

• Associates Degree in health care related field from an accredited college or university

Knowledge Requirements

• Proficiency of Level III, plus:
• Strong written and verbal communication skills, customer service, interpersonal skills and cross-cultural competency.
• Advanced knowledge in EPIC

Full time

R-38711