IDS Call Center Lead, FT Days

This position assists IDS Call Center Management in the supervision and operation of the department.  The Lead is responsible for ensuring the effective workflow of his/her assigned area and prioritizing job duties.  He/She performs all tasks in an efficient, accurate, and hospitable manner to ensure that patient, physician and organizational needs are met. Works closely with Management to troubleshoot and resolve issues. The Lead supports the supervisor with monitoring of daily operations and supports staff.  Engages in performance improvement activities as needed and serves as a communication facilitator for area of responsibility.

PIH Health is a nonprofit, regional healthcare network that serves approximately 3 million residents in the Los Angeles County, Orange County and San Gabriel Valley region. The fully integrated network is comprised of PIH Health Downey Hospital, PIH Health Good Samaritan Hospital, PIH Health Whittier Hospital, 37 outpatient medical office buildings, a multispecialty medical (physician) group, home healthcare services and hospice care, as well as heart, cancer, digestive health, orthopedics, women’s health, urgent care and emergency services. The organization is nationally recognized for excellence in patient care and patient experience, and the College of Healthcare Information Management Executives (CHIME) has identified PIH Health as one of the nation’s top hospital systems for best practices, cutting-edge advancements, quality of care and healthcare technology. For more information, visit PIHHealth.org or follow us on Facebook, Twitter, or Instagram.

Required Skills

• Strong demonstrated leadership and organizational skills
• Critical thinking and problem solving skills to identify and resolve problems in a timely manner
• Demonstrated ability to communicate effectively and tactfully 
• Knowledge of customer service principles and practices
• Attention to detail, actively listens and always follows appropriate channels of communication
• Excellent organizational skills, strong interpersonal skills
• Uses time efficiently, able to deal with frequent change or unexpected events
• Must be able to handle multiple tasks with interruption
• Good memory, pleasant voice
• Knowledge and ability to perform tasks with Microsoft Office software
• knowledge of ICD-10 CM and CPT coding systems
• Spanish bilingual preferred

Required Experience

• Successful completion of high school education or GED
• Minimum 1 years scheduling experience in a hospital or medical office setting.
• Knowledge of insurance and authorization process, HMO procedures and medical terminology; ability to maintain composure and balance multiple priorities in a fast-paced environment. 
• Telephone experience with excellent phone etiquette.