About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Job Description

At VillageMD, we're looking for a Team Lead, Call Center to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we've partnered with many of today's best primary care physicians. We're equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We're creating care that's more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

In this role, the Team Lead, Call Center will report to the Patient Engagement Center, Director and partner with our Marketing and Market Leaders to:

• Assure reps are on-boarded, properly trained and prepped for the varied IB/OB call campaigns. Equipping them with the skills necessary to properly engage with existing and prospective patients.
• Position is hyper focused on doing what is necessary to assure the team is functioning, operationally, at an expected high level, adjusting on the fly if necessary.
• Monitoring the queues, in real-time and jumping in, if necessary, to help with calls.
• Ensure calls are handled efficiently, accurately, and in a timely manner.
• Be the point of escalation for resolving complaints or escalated calls.
• Train for efficiency across all technology platforms: Five9, Salesforce/Dynamics, Excel, and Athena.
• Assure the team has access to the tools necessary to respond on the phones with confidence and so assure their success.
• Ensure staff follows scripts and adheres to Call Center policies and procedures while enforcing compliance in communication on all fronts.
• Coach and mentor, all staff (new and seasoned) to achieve optimum performance levels.
• Help build a training and onboarding program that can be scaled for rapid team growth.

Could this be you and how you can make a difference?

• Looking for a leader who can help maintain a positive culture while keeping performance at a high level. Also, someone who is bought into the Village Value Based Care mission.

Skills for success:

• Must have an ability to mentor and train and on-board entry level reps while maintaining the current positive team culture…an essential element in helping us add and retain talented reps. 
• Experience managing pipelines with popular CRMs.
• Experienced with manipulating Excel spread sheets for call tracking and reporting.
• Multi-tasking skills required to assist patients and prospects and work in the computer systems in a timely and efficient manner
• Excellent written and verbal communications skills
• Energetic; able to work with others in a fast-paced, team environment and to interact effectively with all levels of management
• Able to work constructively under stress and pressure and perform tasks efficiently
• Ability to adapt to an ever-changing environment

Experience to drive change

• 2+ years’ experience in a call centers, healthcare environment preferred
• Proven ability to manage a team, create a positive culture and an environment where reps like to come to work and are achieving at a high level.