Call Center Representative- Team lead

Job Description

Job Description

Description

Key Objectives:

• Being a leader of the call center. Presenting a positive presence, assisting agents in providing an exceptional patient experience.
• Develop training initiatives to improve call center’s efficiency and productivity levels.
• Review call center activities to identify additional areas of improvement.
• Scheduling accurately 
• Providing special attention to patient’s needs.
• Providing excellent customer service.
• Represent MVP in a positive and professional manner

Schedule:
Monday-Friday 
8:00am-5:00PM

What you will be doing

Responsibilities include:

• Oversee daily operations of Patient Communications Department
• Assist with Team meetings and completion of meeting notes.
• Assure appropriate staffing for day to day operations by overseeing the manual time off calendar.
• Train and support call center associates. In addition, maintain the Dept Training Manual.
• Participate on cross-functional teams to ensure agents are trained on multiple tasks.
• Address training initiatives that directly impact call center agent retention and patient satisfaction.
• Manage the patient contact process for reschedules, inclusive of patients who are unresponsive to reminders.
• Ability to schedule and convert patients appropriately for Specialty Eye Institute centers.
• Contacts patients who may have not responded to their reminder cards and be assertive to ensure the appointment will be rescheduled (telemarketing)
• Typing and distributing weekly doctor schedules to all medical/surgical offices and staff
• Assisting with Doctor templates changes to assure maximization of schedules
• Sending information packets, mass mailing to all patients and/or offices when requested
• Oversee Nextiva Call Center Dashboard
• Complete all month end reports for Director of Communications
• Perform various other duties as requested by the Director of Communications

What you know

MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
Education:

• High School diploma required – minimum

Experience:

• Two to four years’ experience in related sales.
• Proficient in Microsoft Word, Excel and Power Point
• Interpersonal skills necessary to effectively interact with staff, doctors, customers, and the public
• Ability to communicate effectively, both in writing and verbally
• Ability to handle multiple tasks effectively and meet deadlines
• Must have strong organizational skills and the ability to work independently, cooperatively, and have excellent professional judgment

What you will receive

• Competitive wages
• Robust benefit package including medical, dental, life and disability (short- and long-term) insurance
• Generous paid time off (PTO) program
• Seven (7) company paid holidays
• 401(k) retirement plan with company match
• An organization focused on People, Passion, Purpose and Progress
• Inspirational culture