Lead, Call Center Scheduler - Central Scheduling Job at Rady Children's Hospital-San Diego
Required: Proficient In Calabrio
Preferred: Bi Lingual Spanish
The Call Center Lead must be a subject matter expert in Cisco Finesse and will manage up to fortyfour call queues, with a goal to exceed 95% of calls handles in two minutes or less for all calls per month. This requires the ability to multitask, forecast and think critically about how to meet the call demand while monitoring Cisco Finesse live.
The Call Center Lead will serve as a liaison between MPF Scheduling department and various MPF clinic managers/supervisors and physicians in identifying and resolving department scheduling issues and implementing workflows and process guidelines. The Call Center Lead will be responsible for:
- Assisting with updates to EPIC decision trees as well as testing updates prior to implementation to ensure accuracy. This includes working with central scheduling supervisors, MPF managers and EPIC clinical informaticists in conducting rigorous testing of decision trees to ensure they are valid and reliable.
- Responsible for reviewing, interpreting, analyzing applications in a manner that stimulates & support innovative & enlightened thinking & decision making.
- Planning, coordination and analysis on various projects, as assigned.
- Position will onboard all new staff, including training, weekly quality reviews and audit of recorded phone calls to provide daily feedback to staff to ensure they have appropriate comprehension and accuracy before being EPIC independent.
- Position will conduct monthly audits of existing staff using Calabrio to assess compliance with process and quality of work, with mentoring and coaching to support an average quality rating of 95% or more for the various scheduling teams.
- Position will support 3 escalation phone lines to assist staff in trouble shooting challenges and
MINIMUM QUALIFICATIONS:
H.S. Diploma,GED,or Equivalent
2 Years of Experience
PREFERRED QUALIFICATIONS:
Associate's Degree
4 Years of Experience
Bilingual in Spanish or other language
The expected hiring range for this position is $23.10 to $31.77
Rady Children’s Hospital is committed to compensation that is externally competitive and internally equitable. We demonstrate this commitment by conducting regular market reviews to remain competitive with organizations of similar size in the nonprofit, healthcare sector. The range listed above does not represent the full salary range for the position but is the expected hiring range for qualified candidates. Compensation decisions consider a variety of factors including experience, education, licensure, unique skillsets, organizational need, and internal equity.
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