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Call Center Manager
at Ylopo (View all jobs)
Remote
About Us
Ylopo is a rapidly growing technology company under the Ylopo umbrella. MaverickRE is an analytics software designed to help real estate team leaders and brokers to boost conversion, conduct data-driven coaching, and improve team member accountability. We are seeking a highly motivated client success leader who will thrive in this startup environment.
Why work for Ylopo?
At Ylopo we offer team members:
<ul>
<li>a commitment to personal development,</li>
<li>guidance and support at a high level through interfacing with our Executive Team to prioritize goals as a company,</li>
<li>excellent leadership and mentoring for our entry-level to senior staff, and recognition of outstanding efforts,</li>
<li>team building events, team lunches/ happy hours, and other company wide events</li>
<li>a supportive, caring environment dedicated to continuous learning and growth.</li>
</ul>
Overview
The Call Center Manager will oversee our call centers progress, working closely with our operations manager and team leads to resolve our customers’ complex issues. In this position, you’ll leverage your project management and leadership expertise to assist the leadership team in establishing the direction of daily activities, ensuring efficient operations, and creating an overall productive and enjoyable working environment for employees. You will also brainstorm new processes to boost the call center’s efficiency and productivity levels while delivering actionable reporting and solutions to the executive team.
What you’ll do:
<ul>
<li>Analyze call center data and prepare reports for upper management.</li>
<li>Propose and recommend solutions to the operational areas that present work flow difficulties and problems</li>
<li>Lead team meetings and give presentations to executives.</li>
<li>Oversee QA and metric tracking</li>
<li>Evaluate staff effectiveness and performance as needed</li>
<li>Develop monthly, quarterly and annual call center goals and action plans.</li>
<li>Create personnel and supply budgets for approval.</li>
</ul>
Required Skills and Experience:
<ul>
<li>Bachelor’s degree or relevant work experience</li>
<li>People focused leader with strong mentorship and development skills</li>
<li>Ability to multitask and stay organized</li>
<li>Proficient with computer software and phone systems</li>
<li>Ability to stay calm in stressful situations</li>
<li>Past experience within a hyper growth environment</li>
<li>Experience with Five9 preferred</li>
</ul>
This position is a full time remote role and we are able to consider all candidates that are authorized to work in the US and Canada.
Ylopo is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. We are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. To learn more about this commitment, visit: www.ylopo.com/ylopos-diversity-equity-and-inclusion-policy
Ylopo reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

Call Center Manager at Ylopo

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Call Center Agent – Remote/Work From Home For October 3rd Start Date
locations: Remote
time type: Full time
job requisition id: R43028
Department:
Status: Full time
Benefits Eligible: Yes
Hours Per Week: 40
Schedule Details/Additional Information:
Major Responsibilities:
<ul>
<li>Customer Care and Service Excellence
<ul>
<li>1)Promptly answers all incoming calls and other contact methods with the standard professional department greeting and appropriate scripting, in accordance with Advocate’s Behaviors of Excellence.</li>
<li>2)Offers prompt and efficient assistance to Advocate patients for a variety of services, including: scheduling, canceling, and rescheduling patient appointments, including clinic visits, immunizations, minor procedures, annual physicals/well visits, and urgent/same-day visits. Providing general information regarding advocate clinics and profiles of physicians. Messaging Advocate clinics when necessary; paging providers. Providing updates to patients on prescription refill requests and lab requests. Transferring calls and contacts to registration, medical assistants, health advisors, nursing staff and other internal partners when necessary.</li>
<li>3)Adheres to established work flows for all call types.</li>
<li>4)Performs all job functions in accordance to current HIPAA guidelines.</li>
<li>5)Provides courteous and accurate responses to general inquiries from patients, clinics, physicians, coworkers, and management staff as part of our commitment to excellence in service.</li>
<li>6)Coordinates requests from hospitals, pharmacies, and clinics regarding patient accounts, or transfers these calls and contacts as needed. Actively works with support staff and leadership to achieve the established performance metrics standards.</li>
<li>7)Takes ownership for each contact and provides consistent, high quality customer care. Provides accurate information that exceeds the customer’s expectation. Provides service that matches the marketing image and brand of Advocate Health Care.</li>
<li>8)Reports problems received from patients for possible investigation and correction when subject matter is not in their area of responsibility and an immediate response is necessary.</li>
<li>9)Collaborate with practice sites and other departments to assist the caller in solving their needs.</li>
<li>10)Screens patients for their symptoms by using active listening and effective questioning while utilizing Symptom Checker in the Keona application, and routing the call to a triage nurse.</li>
</ul>
</li>
<li>Other Duties.
<ul>
<li>1)Performs other duties as assigned by the supervisor or manager.</li>
</ul>
</li>
<li>Data entry
<ul>
<li>1)Accurately documents all calls and contacts in the appropriate applications (EPIC- Electronic Medical Record, Perfect Serve- Paging system).</li>
<li>2)Consistently updates patient records in scheduling application to ensure accurate demographics are on file.</li>
<li>3)Electronically verifies and enters insurance coverage as part of the patient appointing and registration process.</li>
</ul>
</li>
<li>Securing Appointment and Messages
<ul>
<li>1)Carefully screens encounters and contacts to ensure the appropriate scheduling of appointment requests for providers in various specialties, including Internal Medicine, Pediatrics, Family Practice, and select others, as well as nurse schedules.</li>
<li>2)Gather information from the callers and submit messages to providers for medication requests, referrals, orders, test results, and general inquiries.</li>
</ul>
</li>
</ul>
Education/Experience Required:
<ul>
<li>High School diploma. 1 to 2 years previous experience in a contact center or similar patient/customer service environment.</li>
</ul>
Knowledge, Skills &amp; Abilities Required:
<ul>
<li>30 to 40 wpm. Excellent communication skills. Basic customer service skills. Basic problem solving skills. Demonstrates accuracy and attention to detail. Self-directed. Ability to handle a high call volume environment while maintaining high performance. Willingness to work flexible hours. Basic computer skills. Experience in Microsoft Word and Excel helpful. Ability to work in a team environment. Ability to follow procedures. Medical terminology knowledge helpful.</li>
<li>N/A</li>
</ul>
Physicial Requirements and Working Conditions:
<ul>
<li>Maintains high energy and a positive attitude. Demonstrates a personal commitment to promoting and providing excellent customer service. Adapts rapidly to change and balances multiple priorities. Thinks quickly and uses appropriate judgment. Possesses excellent interper-sonal skills, diplomacy, and patience while interacting with customers and colleagues. Ability to use computer terminal for extended time frames. Hours may be irregular due to 24/7 operations.</li>
<li>If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.</li>
</ul>
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We’re redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties. Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We’re redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties.

Call Center Agent at Advocate Aurora Health

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Healthcare Call Center Agent / Representative
at VillageMD
Remote
Join VillageMD as a Patient Services Representative (Remote)
Join the frontlines of today’s healthcare transformation
Why VillageMD?
At VillageMD, we are looking for a Patient Services Representative for our call center to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we have partnered with many of today’s best primary care physicians. We are equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.
We are creating care that is more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we are looking for individuals who share our sense of premier service excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.
Could this be you?
In this role you will offer inbound and outbound phone support using telephony and EMR system(s). The ideal candidate has experience in a contact center environment and can understand the needs of others to meet those needs with great service and operational processing accuracy. Knowledge of the healthcare industry including clinical terminology, insurance, medical billing processes, and EMR/HIN systems preferred but not required. The ability to have premier service interactions with patients is critical to success in this role, in addition to processing with operational accuracy and excellence.
How you can make a difference
<ul>
<li>Answer all phone calls in a patient, empathetic, and passionately communicative manner</li>
<li>Consistently process requests with the absolute highest degree of operational accuracy</li>
<li>Deliver on a commitment to solve problems with patience and understanding, providing knowledgeable and thoughtful service to exceed expectations</li>
<li>Schedule appointments and demonstrate active listening to identify and analyze client problems, providing information and solutions in a timely manner</li>
<li>Communicate effectively, including appointment details, insurance information, and medical questions via telephone, email, and chat</li>
<li>Ensure that all barriers to care (such as language, transportation restrictions, or financial needs) are addressed</li>
<li>Collect and update new patient’s demographic and insurance information</li>
<li>Provide clear, thorough, and accurate documentation of all interactions with patients, and other individuals on behalf of patients, in the patient’s electronic health records</li>
<li>Follow organizational guidelines regarding the use of the Electronic Medical Record (EMR) in compliance with HIPAA and patient confidentiality standards</li>
<li>Maintain access to the Health Information Exchange (HIN) and other related systems</li>
<li>Use HIN and other related systems to gather information needed to coordinate care and keep patients’ electronic health records up to date with the status of care that is being coordinated</li>
<li>Maintain surveillance ticklers and/or works with Health Information Technology to proactively identify the need for patient care</li>
<li>Navigate patient to care, as assigned</li>
</ul>
Skills for success
<ul>
<li>A people-first attitude and premier customer service DNA</li>
<li>A genuine excitement to help patients and process with operational excellence</li>
<li>A problem solver who can confidently troubleshoot and investigate to answer questions or resolve complaints</li>
<li>Confident with system processing and an attention to detail making updates</li>
<li>Communication: speaks clearly, listens and gains clarification when needed, and responds well to questions</li>
<li>Adaptability: handles frequent or unexpected changes with a positive attitude</li>
<li>Self-motivated: energetic, self-starter; can work autonomously</li>
<li>Ability to put yourself in patients’ shoes and advocate for them when necessary</li>
<li>Results oriented: bias for action; demonstrated record of accomplishment of achievement; drive for attainment of superior outcomes</li>
<li>Flexible: able to navigate within ambiguity; solution-oriented communication; conveys thoughts and expresses ideas effectively both verbally and in writing; strong presentation skills</li>
<li>Collaboration: orientation to team-based work product and results</li>
<li>Service: Actively supports others, demonstrates an optimistic, can-do approach to issue resolution</li>
<li>Humility: low ego; engenders trust; respectful</li>
</ul>
Experience to drive change
<ul>
<li>High school diploma or GED</li>
<li>Experience working in a fast paced, high growth call center</li>
<li>Excellent telephone etiquette</li>
<li>Skilled in basic computer operations and EMR</li>
<li>Service center excellence</li>
<li>Experience in the medical or health insurance field preferred</li>
<li>Bilingualin English and Spanish preferred</li>
</ul>
How you will thrive
In addition to competitive salaries, a 401k program with company match, bonus, and a valuable health benefits package, VillageMD offers paid parental leave, pre-tax savings on commuter expenses, and generous paid time off. You work in a highly-collaborative, conscientious, forward-thinking environment that welcomes your experience and enables you to make a significant impact from Day 1.
Most importantly, you make a difference. You see a clear connection between your daily work on VillageMD products and services and the advancement of innovative solutions and improved quality of healthcare for providers and patients.
Our unique VillageMD culture how inclusion and diversity make the difference
At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare.We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system.Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Those seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Explore your future with VillageMD today.

Healthcare Call Center Agent – Representative at VillageMD

Remote call Jobs.

Call Center Manager at Ylopo →

Ylopo

Call Center Agent at Advocate Aurora Health →

Advocate Aurora Health

Healthcare Call Center Agent – Representative at VillageMD →

VillageMD