Lead, Call Center

About the role

The Call Center Lead provides direction, supervision, and appraisal of employees, and assumes responsibility for performing assigned Call Center and related support functions.

Responsibilities

• Perform daily recall calls for overdue/current patients and maintain tracking sheets
• Follow up on missed appointments and reschedule no-show patients from the prior day
• Update returned cards and perform non-updated recall for all locations
• Make reminder calls/texts/emails (2 weeks, 3 days, and day before appointments)
• Manage live chat for all locations and forecast scheduling needs
• Handle email communication for patient needs (e.g., post-surgery, tech, optical)
• Monitor Info email multiple times daily for appointment requests/confirmations
• Process daily web appointment requests and cancellation reports
• Check waitlists for assigned locations and answer all incoming calls
• Add scheduling templates for doctors per location as requested by management
• Check daily voicemail for overnight messages and oversee the call floor
• Generate weekly reports for revenue worked by the call center and forecast scheduling needs
• Run bi-weekly no-show reports and monthly customer tracking
• Conduct recall for Eyetique & IEC and maintain call center overview
• Maintain regular contact with other departments/offices to obtain and convey information
• Keep management informed of area activities and significant problems
• Attend and participate in meetings as required
• Ensure the work area is clean, secure, and well maintained

Requirements

• High School diploma or GED
• Excellent verbal and written communication skills
• Strong ability to multi-task
• HIPAA compliant

Benefits

• 401(k) with match
• Medical, dental, life, short-term disability (STD), and long-term disability (LTD) insurance
• Vision Service Plan and employee vision discount program
• HSA/FSA options
• Paid time off (PTO)
• Paid holidays

Benefits applicable to full-time employees only.

Physical Demands

This position requires the ability to communicate and exchange information, utilize necessary equipment, and move about the office.