CALL CENTER OPERATOR LEAD

Company Description: 

Axis Community Health, a nonprofit established in 1972, provides comprehensive healthcare services to over 15,000 individuals across all age groups in the Tri-Valley area. The mission of Axis Community Health is to provide quality, affordable, accessible and compassionate health care services that promote the well-being of all members of the community.

Our mission is rooted in delivering high-quality patient care, encompassing primary healthcare, mental health support, and dental services. We are committed to ensuring access to essential healthcare services for every member of our community, irrespective of financial status, living situation, or insurance coverage.

Job Summary:

The role of a Call Center Operator Lead is responsible for managing various tasks such as appointment scheduling, patient communication, and call center operator training. The Lead is also involved in resolving patient issues, collaborating with leadership, and ensuring outstanding customer service. In addition, you will be responsible for managing clinic operations and efficiently handling patient services in collaboration with medical staff and clinical teams.

Qualifications: 

• High school diploma or equivalent. 

• Minimum one (1) year of experience in a call center, with medical office duties. Appointment scheduling is a plus.

• Excellent telephone etiquette.

• Proven ability to build relationships with patients and staff; must be service oriented.

• Knowledge of Medical Terminology.

• OCHIN Epic is a plus.

• Experience with multiple phone lines, fax, copier, and alpha/numerical filing. 

• Excellent time management skills to meet goals and objectives. 

• Process and deadline driven.

• Ability to multi-task effectively; dependable, organized, and self-motivated individual.

• Able to conduct yourself and answer patient inquiries in a courteous and professional manner. 

• Strong analytical, employee relations, and excellent interpersonal skills.

• Excellent writing, business communication, editing, and proofreading skills.

• Ability to interact effectively and in a supportive manner with persons of all backgrounds.

• Proactive, self-motivated and able to work independently as well as on a team with the ability to exercise sound independent judgment.

• Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.

• Ability to establish and maintain positive and professional working relationships.

• Must be able to adjust priorities quickly as circumstances dictate.

•  Must be able to be at work regularly and on time.

• Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.

• A can-do attitude, with attention to detail.

• Ability to type a minimum of 35 WPM with minimal errors.

• Must have good computer skills using Microsoft Office and the ability to use Axis departmental systems.

• Must be able to use office equipment (i.e. copier, fax, etc.).

Essential Duties/Responsibilities 

• Serve as the key responsible person in the call center when the supervisor is not available.  

• Monitor the Axis appointment cancellation line and contact patients to reschedule.