Contact Center Team Lead

Responsibilities

• Provide continual evaluation of processes and procedures, suggesting methods to improve areas of operation, efficiency and service.
• Provide Contact Center team members with support and respond to escalations.
• Communicate information to and from team members, other managers and departments.
• Audit phone, email and other customer interactions, observing performance, techniques and application of guidelines and procedures.
• Coach and provide training to personnel to maintain high customer service standards.
• Assist with new and refresher training of team members.
• Ensure accuracy in all required demographic, financial, referral/authorization, clinical and other registration data is accurately scheduled, collected, verified and communicated.
• Communicate any process or performance concerns to Managers on a timely basis.

Qualifications

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• Minimum of 2 years previous call center experience in a customer service environment OR a current active Patient Access Center team member with 6+ months in the role.
• Strong written and verbal communication skills gained from prior customer/patient experience in a similar call center role.
• Ability to multi-task and be a hands-on self-starter in a fast paced environment.
• Proven customer service and problem resolution skills.
• Strong computer, analytical and problem-solving skills with ability to handle de-escalations.
• Familiar with health care insurance eligibility and authorization.
• Outstanding work ethic and strong adherence to a shift schedule (may include overtime and weekend work).
• Good problem solving skills and the ability to approach problems logically and troubleshoot.
• Good time management skills: multitasking, prioritizing to accomplish multiple tasks with multiple deadlines.
• Supports and participates in a collaborative team-oriented environment.
• Ability to communicate with all levels of management and company personnel.
• Clear and effective communication skills.