Customer Contact Team Lead
Description
Centralized Scheduler and Call Center Lead - Full Time
Hiring Range: $22.67/hr. - $27.78/hr.
Hiring Range: $22.67/hr. - $27.78/hr.
Benefits:
- Comprehensive and generous health, dental and vision benefits
- Up to 19 days of PTO, 2 mental health days and 10 paid holidays your first year (pro-rated for part-time)
- Company-paid life insurance, short-term disability, and long-term disability
- Student loan payment assistance and extensive training
- An incredible team approach that is dynamic and collaborative
The Centralized Scheduler and Call Center Lead is an experienced Customer Service Representative (CSR) that works closely with the Client Contact Manager to oversee the daily operations of the front desk, call center, and centralized scheduling departments.
Primary Responsibilities:
- Assist the Client Contact Manager with the daily operation of the CSR departments. Ensure high-quality customer service is provided to clients.
- Participate in planning and conducting training and onboarding materials. Ensure that the CSR is always knowledgeable of all current processes.
- Work with the Client Contact Manager to streamline & prioritize routine tasks.
- Resolve any identified issues that CSR cannot handle.
- Act as a resource and role model for the CSR and help ensure their development.
- Promote the enhancement of positive staff morale by facilitating timely responses to problems and ensuring thorough and accurate internal communications.
- Maintain all required lobby postings that are available and updated with changes and various languages.
- Disclose limited client information as necessary to the position as trained by the Records Dept. Supervisor. Disclosures must adhere to HIPAA privacy and security standards and be logged in detail according to agency policy and procedures. Complete all required training and annual refreshers.
- In addition to the above, any other responsibilities appropriate to the position and not specifically listed in the job description.
Minimum Qualifications:
EDUCATION: High School Diploma or GED
EXPERIENCE: Experienced (minimum 1 years of job-related experience)
Experience with call centers and customer service management.
Experience using an Electronic Medical Record (EMR).
Our recruitment processes are designed to prevent discrimination against our people regardless of gender identity or orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any aspect which makes someone unique.