Spectrum Medical Care Center Job Description

Patient Support Administrator
Job Code: 2024-CSA Supervision: Senior Director

FT/PT Status: Full-time Location: Spectrum Medical – Phoenix, AZ
Non-exempt

JOB SUMMARY
The Customer Service Administrator, under the direction of the Senior Director is responsible to oversee the scheduling staff as well as the daily operations of the Spectrum Medical Call Center.

MAJOR RESPONSIBILITIES

• Oversee the Customer Service Specialist staff (call center)
• Monitoring and answering representatives’ questions, guiding them through difficult calls or issues, diffusing angry patients, or handling issues that cannot be fielded by representatives
• Oversee the scheduling process for the clinic
• Responsible for tracking and reporting NPS scores and providing feedback for areas of opportunity to department directors.
• Ensure that patient satisfaction for Spectrum Medical Patients is in line with benchmarks
• Functions efficiently and effectively in a fast-paced professional environment
• Manage multiple tasks and projects with competing priorities and deadlines
• Complete work with accuracy
• Act as an escalation point for patient concerns or issues
• Conduct quality audits on staff to ensure accuracy and patient confidentiality is upheld
• Ensure all emails, faxes, patient correspondence are handled appropriately and in a timely manner
• Assisting other management team members in identifying trends and establishing call center goals
• Preparing reports and analyzing call center data to improve processes, and ensure resources are properly allocated, and maximize efficiency and patient satisfaction
• Work with clinic staff to address any scheduling issues
• Read and respond to emails, text messages, patient portal messages, and faxes
• Manage the Rapid Start protocols, and follow up to ensure patient was seen and information was entered
• Conduct and host weekly staff meetings
• All other duties as assigned by your supervisor(s)

ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE SPECTRUM
MEDICAL PERFORMANCE STANDARDS.