Call Center Representative Team Lead

Description

Are you a Call Center Representative looking for an opportunity to join a new Patient Contact Center?

Look no further. Join our team! Our Call Center Representative positions are fully remote positions. The hours are Monday-Friday, first shift in the Eastern Standard Time zone.

INTEGRATED MEDICAL PROFESSIONALS-We are the largest multi-specialty urology focused practice in the country. Our doctors and staff are committed to providing the highest level of quality medical services available. Join our team for a rewarding career with a growing health care organization who values our staff as much as we do our patients.

NO WEEKENDS, NO EVENINGS, NO HOLIDAYS

The Call Center Patient Representative Lead is responsible for guiding the front office team to better business outcomes. Duties include focusing on the constant improvement of customer service, process efficiency and effectiveness, lowering error rates and establishing daily protocols.  The Lead must establish and maintain effective relationships with patients, physicians, and staff in order to accomplish these objectives.

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Oversee 10-15 Patient Communication Agents

• Lead team members to meet and exceed department expectations regarding customer service
• Provide backup support to the team and make sure department goals are met
• Monitor agent calls and provide feedback as to how calls could be improved, looking for trends in call handling
• Handle escalated calls in situations where your agent may need additional support for an extremely difficult caller
• Provide guidance to agents throughout the day by responding and monitoring internal chat forum
• Track and measure individual and team goals throughout the day, monthly, annually
• Provide motivational support to team members to maintain high morale and productivity
• Answer incoming calls, directing and assisting callers when needed
• Conduct performance reviews, deliver coaching to the team so they perform at the highest levels, establishing ongoing improvement targets and goals
• Work closely with the team, motivating and coaching them
• Conduct 1-2-1s and team meetings
• Keep up with all new informational updates and ensure all team members are aware, disseminating information through daily huddles
• Manage the fair and consistent application of performance management and disciplinary measures, as necessary
• Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
• Escalate any appropriate problems to management

Benefits

· Comprehensive medical

· Dental

· Vision

· 401K

· Paid time off

Requirements

KNOWLEDGE | SKILLS | ABILITIES

· Excellent leadership and communication skills

· Strong coaching, development and listening skills

· Energetic and motivational skills

· Strong creative thinker

· Great interpersonal skills that will help with giving constructive feedback

· Organized

· Goal-oriented

EDUCATION REQUIREMENT- High School Diploma or equivalent required. Bachelor's degree preferred.

EXPERIENCE REQUIREMENTS -  

· Minimum of 2 years experience in a Call Center environment or similar 

· Ability to deal with demanding patients, escalated situations