GP
Contact Center Quality Lead
full-time•Buffalo
About this role
Quality Lead
Who we are:
Join General Physician, PC. - one of WNY's largest and most respected multi-specialty medical groups! We are committed to providing comprehensive, high-quality patient-centered care to improve the overall quality of the lives of our patients.
Location: Buffalo, NY
Position Type: Full-time, First Shift
No nights, weekends, or holidays and free parking!
What you can expect:
- Work-Life Balance: Say goodbye to working nights, holidays, and weekends. No mandated overtime! Monday through Friday, day shifts!
- Comprehensive Benefits: Medical, dental, vision, and more.
- Generous PTO: Enjoy your well-deserved time off.
- 401(K) with 3% Employer Contribution: Secure your financial future.
- Employee Discounts: Exclusive deals, including Verizon Wireless.
What you will be doing:
The primary purpose of this position is to assist in transforming patient experiences by contributing to establishment of consistent processes and workflows that are needed to manage contact volumes and provide support to the General Physician, PC service lines.
- Answer incoming calls and/or digital messages and determine how to help the patient or where to refer the patient within the service line.
- Enter patient information, schedule appointments and document interaction in EMR system.
- Identify calls that need to be escalated to clinical staff or management and route appropriately in a timely manner.
- Document medication refill and test result requests.
- Manage incoming mail and fax bins in accordance with company policy.
- Conduct call listening and eMR workflow reviews; deliver actionable insights and coaching opportunities for team members.
- Collaborate with training leads to design and deliver targeted coaching and development programs and assist with onboarding training content.
- Lead continuous improvement initiatives to streamline workflows and ensure a consistent and signature patient experience.
- Work across the Service Lines with other Quality Leads to standardize and collaborate on quality improvements.
- Analyze quality trends and provide actionable insights to enhance patient experience and service delivery.
- Prepare and present quality performance to leadership teams.
- Participate in outbound campaigns and reminder calls for patients.
- Perform other duties assigned by management.
The education and experience you need:
- High school diploma or GED required; two-year college degree preferred.
- 2-4 years’ experience in medical office, call center or customer service environment preferred.
- Knowledge of insurance and medical terminology.
- Strong written and verbal communication skills with ability to utilize computer programs.
- Ability to multi-task and handle a high volume of patient calls in a fast-paced environment.
* The pay range listed is a good faith determination of potential base compensation that may be offered to a successful applicant at the time of posting. When determining pay, several factors will be considered including but not limited to location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and budget. #ESJ123
Qualifications
Why General Physician P.C.?
- Work-Life Balance: Say goodbye to working nights, holidays, and weekends. No mandated overtime!
- Comprehensive Benefits: Medical, dental, vision, and more.
- Generous PTO: Enjoy your well-deserved time off.
- 401(K) with 3% Employer Contribution: Secure your financial future.
- Employee Discounts: Exclusive deals, including Verizon Wireless.
What you'll do
- The primary purpose of this position is to assist in transforming patient experiences by establishing consistent processes and workflows. Responsibilities include answering calls, documenting interactions, conducting quality reviews, and leading improvement initiatives.
About General Physician, PC
Many specialties. One focus: you.
Established in 2010, General Physician, PC has grown to be one of the largest medical groups serving Western New York. But we didn’t set out to be the biggest – our goal has always been to be the best. We are collective of the region’s most well-respected, accomplished healthcare providers from many different areas of medicine, from general practitioners to highly skilled specialists.
The GPPC difference.
We don’t need to tell you that the healthcare system can be intimidating and complicated. Our goal is to change that. As a patient of General Physician, PC, you can look forward to the following.
Quality of care that’s second to none – We’ve made it our mission to recruit the top medical providers from Western New York and beyond. So you can rest assured knowing you have the top medical minds at your fingertips.
A broad, integrated network – Not only do we provide a variety of specialty areas for your evolving healthcare needs, but we also offer dozens of office locations with various services and flexible hours for your convenience.
Clear, helpful communication – We view your care as a partnership. To that end, we make communication a top priority, not only between you and your provider, but also between our medical professionals. For example, your primary care provider will work closely with any specialists you see to provide a comprehensive approach to you care.
Ready to join General Physician, PC?
Take the next step in your career journey
Frequently Asked Questions
What does a Contact Center Quality Lead do at General Physician, PC?
As a Contact Center Quality Lead at General Physician, PC, you will: the primary purpose of this position is to assist in transforming patient experiences by establishing consistent processes and workflows. Responsibilities include answering calls, documenting interactions, conducting quality reviews, and leading improvement initiatives..
Is the Contact Center Quality Lead position at General Physician, PC remote?
The Contact Center Quality Lead position at General Physician, PC is based in Buffalo, New York, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Contact Center Quality Lead position at General Physician, PC?
You can apply for the Contact Center Quality Lead position at General Physician, PCdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.