Customer Service Team Lead

Title: Customer Service Team Lead

Location: Upper East Side

Org Unit: Call Center

Work Days:

Weekly Hours: 35.00

Exemption Status: Non-Exempt

Salary Range: $32.03 - $35.22

*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

**Position Summary**

Under direction, is the primary resource for call center representatives, responding to call center staff inquiries for guidance on policy and procedures This role also assists in the assignment of work distribution to staff and the follow through with completion of these tasks, as well as participates in training initiatives and quality control processes.

**Job Responsibilities**

+ Obtains, reviews and updates patient demographic and insurance information within the practice management billing system.

+ Acts as the primary resource for the team, responding to call center staff inquiries on policies and procedures.

+ Identifies, triages, and escalates priority calls and messages; redirects and transfers calls to the appropriate person or department.

+ Schedules and/or reschedules patient appointments within the practice management system.

+ Ensures call center staff is adhering to schedule for both inbound and outbound call activity, as well as non-phone projects/assignments.

+ Assigns work to staff as directed and ensures completion.

+ Supports and provides assistance in the training and continuing development of call center staff.

+ Conducts quality control calls as part of the department's quality control goals.

+ Provides recommendations to improve work flow, communication and overall protocols in an effort to better serve the needs of patients and the department.

**Education**

+ Bachelor's Degree

**Experience**

Approximately 2-3 years of professional experience in a customer service role

**Knowledge, Skills and Abilities**

+ Demonstrated excellent organizational, oral and written communication skills.

**Licenses and Certifications**

**Working Conditions/Physical Demands**

Standard office work; Role will require long period of time in a sitting position

Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of "any person, any study." No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual's genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans' Readjustment Assistance Act (VEVRRA) and qualified individuals with disabilities under Section 503 of the Rehabilitation Act. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.