Call Center Lead – Napa County

 

POSITION TITLE: Call Center Lead (Napa County)

DEPARTMENT: Patient Access (Call Center)

REPORTS TO: Patient Access Supervisor

SUPERVISION GIVEN: Team of Patient Access Representative

LOCATION: Napa, CA

ABOUT OLE HEALTH

Since 1972, OLE Health has provided comprehensive care to all individuals regardless of insurance or ability to pay. OLE’s Health offers primary care, dental, optometry, and behavioral health services and embraces a patient-centered model of care. By emphasizing care coordination across departments, as well as referral and enrollment services, we ensure all the patients’ health and well-being needs are met. OLE Health has six health centers across Napa and Solano County and serves 40,000 patients annually.

In 2022, OLE Health was named as one of the top 100 places to work by the North Bay Business Journal, recognized for quality by the federal Health Resources and Services Administration, and awarded for Nonprofit Excellence by the Center for Volunteer and Nonprofit Leadership. If you’re looking to join a passionate team focused on serving its community, then consider applying for a position with OLE Health.

JOB SUMMARY: Responsible for recruiting, developing and managing a team of highly motivated Patient Access Representatives. Responsible for creating a team-based environment that supports all members working towards the team goals and targets relating to patient satisfaction, health center productivity, service level, reduced abandoned call or no show rates, reduced wait times while creating a positive learning environment and an amazing experience for the team. The lead will be skilled in reports and will be able to run and interpret these reports relating to the health center and with regards to their team’s performance. These reports will be shared timely to other members of the team and/or the health center. The lead will act as a trainer for their team as new members and new workflows are introduced and will develop and update materials as needed. Team Leaders will manage staffing for their group, and if needed should be able to step up to cover for temporary absences. Team Lead will work alongside Patient Access Supervisor to configure staffing issues and create plans together to resolve.

KNOWLEDGE OF WORK

Ability to work at multiple sites as needed and perform all necessary tasks

Knowledge of programs, insurances and access, eligibility guidelines and applications (including Medi-cal, CDP, CHDP, CPSP, Presumptive Eligibility, Family Pact, Sliding Scale)

Ability to recognize problems, collect data, and establish facts

Able and sensitive to the needs and situations of multi-cultural populations from a variety of income levels

Knowledge of customer service best practices

Ability to recognize problems, collect data, and establish facts

DUTIES AND RESPONSIBILITIES

Responsible for hiring, onboarding, and training Patient Access personnel.

Providing coaching to your teams through challenging customer service.

Analyze and evaluate your team data and provide it to Patient Access Supervisor.

Implementation of standardized trainings and workflows.

Create necessary trainings and workflows.

In depth knowledge of programs/insurance & access/eligibility guidelines and applications.

Evaluate staff performance on an ongoing basis.

Prepare work schedules to ensure sufficient coverage.

Ability to identify gaps in the trainings, and provide problem solving.

Take active participation in strategizing new ideas to improve productivity.

Set individual target goals for your team and follow up with progress.

Address any escalation calls and provide one call satisfaction to the caller.

Document all appropriate information in electronic health record system

Ensure a safe and harmonious working environment for all other team members.

Prompt completing of timecards, including but not limited to LOA, FMLA, and other supervisory duties as required.

Consistently monitors team productivity and performance, providing weekly and monthly data reports to Patient Access Supervisor.

Establishes ways to measure team progress and evaluate results, takes any necessary corrective actions, and responsible for staying organized and carrying out projects to meet deadlines.

Responsible for monitoring teams KPI metrics such as wait times, no shows, abandonment rates ect.

Responsible for covering call outs and answering calls to decrease abonnement rate and overall wait times.

Perform other duties as assigned

EDUCATION, EXPERIENCE, TRAINING

• High School Diploma or General Education Degree required.

• Bilingual (English/Spanish) required; written and verbal

• Prior lead or supervisory experience preferred.

• Prior experience in a community health center/FQHC preferred.

• Strong computer and data entry skills including MS Office required; electronic health record system required.

• Strong analytical and problem-solving skills and attention to detail required.

• Must certify and remain current in CPR certification.

• Excellent interpersonal and customer service skills required; must have ability to handle difficult patients.

• Valid driver’s license is required.

• Ability to work in a fast-paced environment and multitask.

BENEFITS:

BENEFITS

10 Paid Holidays
16 days of PTO (Vacation & Sick)
Medical, Dental, Vision Coverage

Employer covers 85% of employee medical premium and 55% of dependent medical premium
Employer covers 100% of Dental + Vision premiums for employees only
4% Employer Match for 403(b) retirement plan
Tuition Reimbursement of up to $2,000 per Calendar Year for part-time and full-time employees (prorated per Full-Time Equivalent)
Life & Accidental Insurance Coverage
Employer contribution for Health Savings Account
Flexible Spending Account (FSA) and Limited FSA Options