Customer Information Center Supervisor supervises a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Configures the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Supervisor monitors the productivity of customer service representatives. Ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Additionally, Customer Information Center Supervisor reviews call volume reports to coordinate and complete capacity planning within the contact center and identify potential problems. Evaluates historical and recent performance and statistics to identify trends. May act as a resource for more complex questions. Typically requires a bachelor's degree. Typically reports to a manager. The Customer Information Center Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Customer Information Center Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
1. Collects medical record file folders from all medical assistants and processes the documents appropriately.
2. Scans, batches and files patient records accurately in the EHR.
3. Responds to requests for medical records information according to established policies and procedures.
4. Complies with federal HIPAA regulations and practice policies for the privacy and security of patient information; explains the privacy policy to patients as needed; maintains appropriate documentation of access to medical records.
5. Communicates as needed with physicians and other health care professionals.
6. Covers medical records front office desk providing excellent customer service to patients requesting information.
7. Enhances medical records and CNS reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
8. Performs other duties as assigned.
Education: High school diploma.
Experience: Minimum two years of medical records/health information technician experience, preferably in medical practice setting or any equivalent combination of experience, training.
Job Type: Full-time
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