Team Lead (Appointing Team)

Ivyhill Technologies LLC (Ivyhill) has an immediate need for a Team Lead (Appointing Team) for its project located in San Antonio, TX. The Team lead serves a vital role toward meeting contractual SLAs. As a resource for Telephone Appointment Agents, the Team Lead position is the first line of assistance. By being available to assist with specific questions and escalated patient situations, the Agent can ensure patient questions and concerns are resolved in a timely manner. This serves to expedite resolution, thereby reducing patient wait times by allowing the Agent to be available for the next call. As a Subject Matter Expert, the Team Lead serves as a resource when assistance is needed in any area within the call center.

Team Lead Responsibilities:

• Log on and monitor the chat forum and provide timely assistance.
• Assist in resolving escalated patient calls from Agents. Take over the call when needed and attempt to remedy the situation; if unable to transfer or inform Leadership for further escalation.
• Notify Leadership of any clinic concerns, appointment availability, SOP updates, etc.
• Provide feedback as directed when Agent performance improvement is indicated.
• Assist in developing Performance Improvement Plans (PIP).
• Perform Internal QA audits and provide feedback.
• Log on to the Appointment Line queue when necessary or during peak call volume periods, inbound or outbound calls.
• Work Messaging Pool throughout the day.
• Monitor Appointment Cancellation line to meet contractual SLAs.
• Monitoring AVAYA CMS to ensure a 90% Service Level and re-assign agents to take inbound calls as needed.
• Administer and counsel booking errors (white sheets).
• Assist in gathering monthly statistical reports (stats) for assigned Agents.
• Other duties as assigned.

Requirements

The qualified candidate will meet the following requirements:

• Subject Matter Expertise in all medical call center (CAMO) systems and Standard Operational Procedures (SOPs).

• Acceptable attendance record; be dependable and have schedule flexibility.
• Prior call center experience, preferably in a leadership role
• Excellent written, oral, and telephone communication skills.
• Time management and organizational skills.
• Strong decision-making and problem-solving skills.
• Knowledge of Microsoft Office.

This posting will close COB Tuesday, 01/21/2025.

Benefits

Ivyhill offers a competitive benefits package that includes medical, dental and vision coverage; Life and AD&D insurance; Short- and Long-Term Disability; and a 401(k) Plan.