Lead Imaging Referral Intake Coordinator - University of Rochester

GENERAL PURPOSE: This position requires limited supervision and provides significant latitude for initiative and judgment. The QA Lead serves as the first line supervisor and provides management, direction and support to the Call Center team to ensure consistent and superior performance. 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. **JOB DUTIES AND RESPONSIBILITIES:** **Supervisory Analytics:** + Conducts audits of all call center staff employees’ scheduled exams. + Independently Reviews each exam for accuracy and completeness. Proactively prioritizes (without direction) scheduled exams by which modality is reporting higher rates of error. + Audibly audits the call center staffs’ phone interactions and assesses the quality of the caller’s experience. Determines the level by which each staff member utilizes the correct greeting, displays a high level of service knowledge and provides value-add information as appropriate. + **Daily, addresses each identified** error and works with staff member to correct. + **Identifies error patterns of individual staff and works with trainer to ensure additional training or support is provided if necessary.** + Builds and creates their distinct role as it evolves. Analyzes what is working well within their duties and have authority, without management intervention, to adjust in ways that maximize productivity. Responsible for analyzing the facets of their work that do not add value – proposes elimination of (or adjustment of) specific duties for managerial approval. + Provides regular reports based on the data that is relevant within the job function. Analyzes and selects the data determined as relevant and adds value to strategic decision making. Creates the reports and is involved in defining recommendations for managerial action plans. + Analyzes template specifications and procedure qualifications - and relays that information to the staff in concise, manageable language. This language includes the effective outcome of the staff day-to-day operations and primary duties as a result of implementing new practices (workflows). Holds the staff accountable for the cause and effect variables (in terms of retraining when necessary and rewarding when warranted). Uses proper judgement to escalate staff concerns should they exhibit continued dis-adherence of new practices to management. + Collaborates w Training Lead and provides back up support when Training Lead is out of the office. + Provides day-to-day guidance, instruction and assistance to Call Center team. Coaches and works collaboratively with team members to resolve operational issues. + Acts as liaison between call center team and senior management. + Exhibits responsiveness to personnel at all levels by effectively communicating and sharing information. + Observes Call Center staff and assists, as necessary, with customer related issues; serves as first line of escalation for callers to Call Center. + Utilizes good judgment and department protocols to resolve patient, consumer or physician issues; determines when situations warrant escalating to Call Center Manager, Administrators on call, Security, or other areas of the health system. + Provides staff feedback on performance and provides input to Call Center Manager with employee evaluations. **Service Excellence:** Monitors and ensures Referral Intake Team 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 requestors, physician offices, Referral Intake Team clients, team members, supervisors and others as needed. Works closely with clinical departments to sustain effective Referral Intake Team 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 function 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:** Develops and implements training for new Referral Intake Team staff. Evaluates training needs of existing staff, conducts ongoing functional and customer service training for Referral Intake Team staff and maintains training material and equipment. Develops and executes cross-training programs for Referral Intake Team 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 Referral Intake Team staff to ensure consistent and accurate information conveyance. **Quality and Process Improvement** : Directs the development, implementation and refinement of quality management program for the Referral Intake Team 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 IPAS issues. Modifies Referral Intake Team processes based on quality monitoring data. Proactively leads work improvement efforts including identifying ways to reduce wastes and costs. **Measurement and Reporting:** Monitors performance indicators using GNAV and eRecord and active daily monitoring. Ensures staff members are meeting departmental goals and provides feedback to management. Assists Referral Intake Team Manager with creation of monthly and ad-hoc reports from telephone and software systems. Provides timely customer service 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. **Scheduling** Schedule visits for at present and return visits to ambulatory care using hospitals appointment scheduling system. Monitors schedules and reports problems or concerns to supervisors, ensures registration process is complete for next visits, coordinates appointments or refers to ancillary sites or other outpatients services, schedules interpreters, transportation, ensures medical necessities are met such as: blood work, physicals, insurance referrals, pre-medications etc., provide feedback and data regarding. Manages incoming clinic calls, triages calls to various providers, Coordinates outgoing calls. Responsible for courteous and efficient telephone communications. Provides information to patients in order to minimize the need to disturb Physicians, Nurses or other Medical staff caring for patients. Forwards calls, pages, taking messages. Triage patient calls, Serves as a focal point for handling complaints, front line problem solver of concerns or complaints. Assess the urgency of a situation and determines the appropriate form of action. Treats customers with courtesy and respect. Personally committed to understanding and meeting the unique needs of external and internal customers. Demonstrates skill in resolving difficult customer situations. Dedicated to serve with excellence. Identifies areas of improvement, notifies supervisors and management and implements change. Is a role model for all call center agents to strive for excellence. **Registration** : Collect patient demographic and financial information in an efficient, customer friendly manner to ensure a billable account, verify accuracy of patient encounter forms and or HIS via computerized system to ensure a billable account is established. Ensure appropriate information is being obtained regarding patient history. Filing and storing of confidential information. Identifies dual patient identification processes using University and departmental policies. **Other:** Answers incoming telephone calls and performs routine call center functions. Attends relevant meetings. May be asked to join departmental/institutional committees. Other duties as assigned **QUALIFICATIONS:** + High School diploma _required_ . Associate’s degree in Business Management or Health Care Management _preferred_ + 2.5 years related work experience _required._ Management experience in teleservices is _preferred_ ; training and documentation experience is preferred OR a combination of formal training and experience equivalent to the above or equivalent combination of education and experience + 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 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: $19.00 - $24.70 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._ **Location:** Strong Memorial Hospital **Full/Part Time:** Full-Time **Opening:** Full Time 40 hours Grade 010 Imaging Sciences-Call Center