Lead, Call Center

The Call Center Lead will be required to provide appropriate direction, supervision, and appraisal of employees.

• Assume responsibility for performing assigned Call Center and related support function

Daily

• Schedules Lasik consults
• Perform recall, calling all overdue/current patients to schedule
• Maintains tracking sheet while doing recall 09 outpatients
• Perform follow-up calls for missed appointments during call times
• Reschedule all No-show patients from prior day service
• Performs all reschedule days all locations
• Update returned cards
• Delivers mail/runs mail through postage meter
• Performs non-updated recall for all locations
• Reminder Calls 2week, 3day, day before call/text /email
• Live Chat all locations
• Forecasting forward for all locations scheduling needs
• Email communication to offices for all patient needs (PS, Tech, Optical)
• Checks Info email multiple times daily for all patient appointment requests/confirmations
• Pulls in all appointment web requests for all locations daily
• Works cancelation report daily
• Checks wait list for assigned locations daily
• Answer all incoming calls
• Adds any scheduling templates for doctors per location per DM request (Manager & Lead only)
• Checks daily VM for any overnight messages
• Oversees the Call floor answering questions/training (Manager/Lead)

Weekly:

• Weekly Reports for revenue worked by call center
• Forecast out for all locations for schedule needs
• No show report: Bi-Weekly:

Monthly:

• Customer tracking
• Run Recall Eyetique & IEC
• Call Center overview
• Maintains regular contact with other departments/ offices to obtain and convey information and/or to correct transactions
• Keeps management informed of area activities and of any significant problems
• Attends and participates in meetings as required
• Ensures that work area is clean, secure, and well maintained