Call Center Representative- Team lead
Specialty Eye InstituteJackson, MI, US30+ days ago
Job type
- Full-time
Job descriptionOversee 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 High School diploma required – minimum 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 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
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 :
What you know
MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED :
Education :
Experience :
What you will receive
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Call Center Representative • Jackson, MI, US