Corporate Lead Call Center Rep

EyeSouth Partners is a leading physician-founded eye care organization building a premier network of clinical excellence across the nation. Based in Atlanta, we partner with respected eye care physicians to expand access to high-quality medical and surgical specialty services across 14 states. Our 70+ affiliated practices and 400+ doctors deliver care at 280+ clinic locations and 26 ambulatory surgery centers—and we're growing. We invest in our practices with capital, operational expertise, and strategic resources so physicians and their teams can focus on what matters most: exceptional patient care and clinical outcomes.

About the Role

We are actively recruiting for a Corporate Lead Call Center Representative to join our growing team. This is a remote position. Applicants who live and plan to work from the following states will not be considered at this time: Alaska, Arizona, California, Colorado, Delaware, Hawaii, Idaho, Montana, Maryland, Massachusetts, Nevada, New Mexico, Oregon, New Hampshire, New Jersey, Utah, New York, Rhode Island, Washington, and Wyoming.

Responsibilities

Primary Duties

• Lead a team of 10-15 Contact Center Representatives (CCRs).
• Provide practice-based training to Corporate Call Center (CCC) new hires.
• Act as a liaison between the Corporate Call Center Manager and Corporate Call Center Reps.
• Work closely with practice leadership to ensure Call Center Reps have the tools to provide exceptional patient care.
• Provide a monthly scorecard to practice leadership with the support of the Corporate Call Center Manager.
• Ensure cross-training for the CCC team to meet KPIs.
• Monitor daily CCC dashboards and call audibles for skill levels to ensure KPIs are met.
• Support the Corporate Call Center Manager with staff coaching and professional development of Call Center Reps.
• Lead monthly team meetings and weekly huddles with support of the Corporate Call Center Manager.
• Maintain monthly one-on-one meetings with direct reports.
• Take inbound calls to support CCRs.

Secondary Duties

• Provide CCC new hires with orientation and CCC-based training.
• Provide onboarding training for existing practice staff.
• Ensure both CCC new hires and existing staff have the appropriate IT equipment.
• Provide training to other Contact Center Leads (Train the Trainer).
• Support the Corporate Call Center Lead with IT needs.
• Support the Corporate Call Center Manager with professional development of Leads.

Requirements

• 5+ years of call center leadership experience preferred.
• Ophthalmology experience strongly preferred.
• Certified Patient Service Specialist certification preferred.
• Intermediate computer skills including Microsoft Office.
• Excellent interpersonal skills, including the ability to interact effectively and professionally with individuals at all levels, both internal and external.
• Exercises sound judgment in responding to inquiries; understands when to route inquiries to the next level.
• Self-motivated with strong organizational skills and superior attention to detail.
• Must be able to manage multiple tasks/projects simultaneously within inflexible time frames.
• Ability to adapt to frequent priority changes.
• Team player that develops strong collaborative working relationships with internal partners and can effectively engage and build consensus among cross-functional teams.
• Strong problem-solving and negotiation skills.

Physical Demands and Conditions

• Clinic/Group Medical Practice environment with exposure to communicable disease, bloodborne pathogens, and other potentially hazardous chemicals.
• Sedentary work: Exerting up to 15 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body.
• Talking: Expressing or exchanging ideas by means of the spoken word, including conveying detailed or important spoken instructions accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction; ability to receive detailed information through oral communication and make sound discriminations.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or from one work site to another.
• Standing: Particularly for sustained periods of time.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Repetitive motion: Substantial movements (motions) of the wrists, hands, and/or fingers.
• Occasionally required to stoop, kneel, crouch, or crawl.
• Vision: Close visual acuity to perform activities such as preparing and analyzing data and figures, transcribing, viewing a computer terminal, extensive reading, and using measurement devices. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• Environmental conditions: Protection from weather conditions but not necessarily from temperature changes.
• Use of hands to handle, control, or feel objects, tools, or controls.
• Use of fingers to grasp, move, or assemble very small objects.
• Hold the arm and hand in one position or hold the hand steady while moving the arm.
• Use one or two hands to grasp, move, or assemble objects.
• Make quick, precise adjustments to machine controls.
• Move two or more limbs together (e.g., two arms, two legs, or one leg and one arm) while remaining in place.
• Make fast, repeated movements of fingers, hands, and wrists.
• Use stomach and lower back muscles to support the body for long periods without getting tired.

Benefits

• Medical
• Dental
• Vision
• 401k with Match
• HSA/FSA
• Telemedicine
• Generous PTO Package
• Free Employee Discounts and Perks
• Employee Assistance Program
• Group Life/AD&D
• Short Term Disability Insurance
• Long Term Disability Insurance