Call Center Representative- Team lead
26 days ago
Jackson
Job DescriptionDescriptionKey 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., • 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, • High School diploma required – minimumExperience:, • 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, • 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