Supervisor, Medical Call Center Customer Service - Access Center
Job description
Supervises the customer service staff of the medical call center that serves as the primary point of contact for access to the USC academic medical centers and the USC Health Sciences Campus. Supervises staff adherence to electronic, voice, text, email and web-based communication information protocols, emergency response alarm protocols and paging system protocols. Reviews and implements staffing schedules. Provides training, supervision and guidance to other staff. Ensures incoming and outgoing communications achieve highest patient privacy and confidentiality. Resolves patient and visitor enquires and/or issues.
Minimum Education: • High school or equivalent. Associates degree or higher preferred. Minimum Experience/Knowledge: • 3 years, 5 years preferred • Experience working in a call center or customer service department in a healthcare environment. Knowledge of HIPPA compliance and various health insurance types. Demonstrated interpersonal and organizational skills. Ability to multi-task, implement policies and establish efficient work systems. Knowledge of medical terminology, health plans, ACD reporting and MS Office software. Excellent verbal and written communication skills. • 5 Years • Combined education/experience as substitute for minimum experience Required License/Certification: • Fire Life Safety (LA City) If no card upon hire, one must be obtained within 30 days of hire, and maintained by renewal before expiration date. (Required within LA City only). The annual base salary range for this position is $60,320.00 - $94,020.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
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