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Call Center Representative- Team lead

Call Center Representative- Team lead

Specialty Eye InstituteJackson, MI, US
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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
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