Call Center Lead

Job Description

Job Description

• Ensure call center staff are fully trained in all aspects of scheduling for the various service disciplines in courteous and professional manner.
• Assists Front Office Billing Director with hiring of Call Center Representatives.
• Be a contact for Call Center staff regarding Morton policies and procedures as well as Front Office policy and procedures as it relates to their job duties.
• Assists Front Office Director with updates in Call Center training manuals, reference materials, and department staff daily/monthly schedule.
• Motivate the Call Center team to achieve performance goals, deliver high quality customer service and to prevent problematic mistakes or issues.
• Assists with patient transportation scheduling and driver dispatch.
• Monitors call queues to ensure calls are being answered timely by Call Center representatives and they are managing their time effectively.
• Compiles weekly/monthly call reports for Call Center representatives to analyze their performance levels.
• Set team performance goals.

Job Qualifications:

• High School Diploma / GED required.
• Previous call center experience required
• 2-3 Years of work experience at Morton Comprehensive Health Services preferred
  • Associates degree preferred.
  • Bilingual English/Spanish preferred.
  • Ability to work in a fast-paced environment.
  • Proficiency with Microsoft Office products – Outlook, Excel, and Word.
  • Know commonly used concepts, practices, and procedures in an ambulatory health center environment.
  • Proper phone etiquette knowledge and skills.
  • Ability to work independently as well as part of a team.
  • Demonstrated ability to work effectively with staff and the public.
  • Good oral and written communication skills.
  • Ability to multi-task and manage multiple projects
  • Professional appearance and demeanor
  • Required to maintain a high level of confidentiality.
    This position has been deemed a” Safety-Sensitive” position; therefore, Morton reserves the right to refuse to hire an applicant or may terminate an employee in a “Safety-Sensitive Position” who tests positive for medical marijuana even if he/she has a valid medical marijuana license.