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Senior Accountant/Grants Coordinator

Company: Total Health Care, Inc.
Location: Baltimore
Posted on: November 11, 2019

Job Description:

Reporting to the Chief Operating Office and/or their designee, the Contact Center Supervisor will professionally respond to all incoming calls. After receiving the call they must efficiently address the reason for the call (such as appointments) or direct all calls to the appropriate destinations. They also:

  • Trains new staff on Contact Center guidelines and procedures
  • Monitors and tracks staff attendance and performance.
  • Monitors recorded calls for Quality Assurance.
  • Processes and submits staff timesheets for payroll. Contacts and interactions vary and may involve multiple constituencies such as direct interaction with THC's executive management, community organizers, the general public, THC's patients, physicians, colleagues, assigned staff, vendors, contractors and consultants for the purpose of providing and exchanging information. Example of Essential Job Functions
    • Provides exceptional internal/external customer service to patients, staff, and outside facilities in both English and Spanish.
    • Schedules age-specific appointments, verifies demographic information, gathers insurance information, and obtains prior authorizations for appointments, if necessary.
    • Reviews patient appointment history and educates patients regarding appointment needs.
    • Makes the initial contact with a patient and explains the services available.
    • Receives and distributes all calls/texts/emails that relate to appointment requests so that patients receive a response from the appropriate staff person.
    • Records and delivers messages in a timely manner upon request and/or in the absence of certain personnel.
    • Monitors, tracks, and reports staff attendance and performance.
    • Processes contact center timesheets/payroll.
    • Supports the Lead Contact Center Representative in regards to training and monitoring staff.
    • Reports on staff and department performance.
    • Creates and maintains department policies and procedures.
    • Interviews and hires Contact Center staff.
    • Receives and distributes all after hours messages from vender.
    • Communicates phone issues with IT, supervisor, and other relevant staff.
    • Responsible for Contact Center vender contracts.
    • Other duties as assigned. Minimum Education, Training and Experience Required Minimum of 1 year working in call center management required. 5 years' experience working as a supervisor preferred. 1 year of experience working in healthcare preferred. Previous experience in a call center, healthcare setting, and/or knowledge of medical terminology required. Must demonstrate computer literacy and basic knowledge of Microsoft office. Ability to operate a multi-lined phone system. Required Knowledge, Skills and Abilities Knowledge of FQHC operations, operating principles, guidelines and bylaws. Excellent leadership, customer service, organizational and presentation skills as well as the ability to effectively communicate THC's vision, and motivate others to achieve it organizationally, departmentally, and personally/professionally. Ability to communicate effectively (verbally and in writing). Ability to plan and organize work initiatives to successfully accomplish center/organizational goals and objectives. Ability to multi-task, prioritize and delegate as appropriate. Strong analytical, problem solving and interpersonal skills. Ability to identify, develop and implement short/long-term strategic goals and objectives. Ability to develop and maintain customer relationships; influence, build credibility and trust. Ability to think critically as well as apply critical thinking skills. Ability to: ensure and advocate for quality healthcare and services; and, lead and manage a diverse staff.

Keywords: Total Health Care, Inc., Baltimore , Senior Accountant/Grants Coordinator, Accounting, Auditing , Baltimore, Maryland

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