Corporate Lead Call Center Rep

Corporate Lead Call Center Representative

Headquartered in Atlanta, GA, EyeSouth Partners is an eye care physician services organization committed to partnering with leading physicians to build a premier network of eye care services in throughout the Southeast. EyeSouth's partner practices' clinical mission is to provide high quality medical and surgical specialty eye care. EyeSouth supports its affiliated practices and physician partners with capital, administrative resources, operating expertise, and strategic guidance with an absolute focus on clinical quality and a patient-first culture.

EyeSouth's affiliate network consists of over 40 practices with 300+ doctors providing medical and surgical eye care services at over 175 clinic locations and 20+ ambulatory surgery centers throughout Georgia, Texas, Louisiana, Florida, Tennessee, Ohio, Kentucky, Alabama, Illinois, Pennsylvania, New York, North Carolina, and South Carolina.

Position Summary

We are actively recruiting for a Corporate Lead Call Center Representative to join our growing team at Eye South Partners.

If you wish to join a growing team with favorable benefits and perks, while contributing to a best-in-class organization, please apply with your resume

Responsibilities

Primary Duties

• Lead team of 10-15 Contact Center Representatives (CCRs).
• Provide the Corporate Call Center (CCC) new hires with practice-based training.
• Act as a liaison between Corporate Call Center Manager and Corporate Call Center Reps.
• Work closely with practice leadership to ensure Call Center Reps. have the tools to provide exceptional patient care.
• Provide monthly scorecard to practice leadership with the support of Corporate Call Center Manager.
• Ensure cross training for the CCC team to ensure KPIs are met.
• Monitor daily CCC dashboards and call audibles for skill levels to ensure KPIs are met.
• Support Corporate Call Center Manager with staff coaching and professional development of Call Center Reps.
• Lead monthly team meetings and weekly huddles with support of Corporate Call Center Manager.
• Maintain monthly 1 on 1 meetings with direct reports.
• Take inbound calls to support CCRs.

Secondary Duties

• Provides CCC new hires with orientation and CCC based training.
• Provides onboard training for existing practice staff.
• Ensures both CCC new hires and existing staff have the appropriate IT equipment.
• Provides training to other Contact Center Leads (Train the Trainer).
• Supports Corporate Call Center Lead with IT needs.
• Supports Corporate Call Center Manager with professional development of Leads.

Qualifications

• 5+ year of call center leadership experience preferred.
• Ophthalmology experience preferred
• Certified Patient Service Specialist certification preferred.
• Intermediate computer skills including Microsoft Office.
• Excellent interpersonal skills including the ability to interact effectively and professionally with individuals at all levels; both internal and external.
• Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level.
• Self-motivated with strong organizational skills and superior attention to detail.
• Must be able to manage multiple tasks/projects simultaneously within inflexible time frames. Ability to adapt to frequent priority changes.
• Team player that develops strong collaborative working relationships with internal partners and can effectively engage and build consensus among cross-functional teams.
• Strong problem solving and negotiation skills.

Physical Demands and Conditions

• Clinic/Group Medical Practice environment with exposure to communicable disease, bloodborne pathogens and other potentially hazardous chemicals.
• Sedentary work. Exerting up to 15 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations sound.
• Walking. Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Standing. Particularly for sustained periods of time.
• Reaching. Extending hand(s) and arm(s) in any direction.
• Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. Occasionally required to stoop, kneel, crouch, or crawl.
• Vision. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; using measurement devices; at distances close to the eyes. Specific vision abilities required by this position include close hearing, vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The worker is subject to environmental conditions. Protection from weather conditions but not necessarily from temperature changes.
• Use their hands to handle, control, or feel objects, tools, or controls.
• Use fingers to grasp, move, or assemble very small objects.
• Hold the arm and hand in one position or hold the hand steady while moving the arm.
• Use one or two hands to grasp, move, or assemble objects.
• Make quick, precise adjustments to machine controls.
• Move two or more limbs together (for example, two arms, two legs, or one leg and one arm) while remaining in place.
• Make fast, repeated movements of fingers, hands, and wrists.
• Use stomach and lower back muscles to support the body for long periods without getting tired.

Company Benefits

We offer a competitive benefits package to our employees:

• Medical
• Dental
• Vision
• 401k w/ Match
• HSA/FSA
• Telemedicine
• Generous PTO Package

We also offer the following benefits for FREE:

• Employee Discounts and Perks
• Employee Assistance Program
• Group Life/AD&D
• Short Term Disability Insurance
• Long Term Disability Insurance

EyeSouth Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.