Team Leader - Call Center

Job Responsibilities

1. Provide friendly, quality client care to the patients.
2. Provide daily direction and communication to Patient Care staff so that customer service calls are answered in a timely, efficient and knowledgeable manner.
3. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both customers.
4. Assist in providing statistical and performance feedback and coaching on a regular basis to each team member.
5. Be available for employees who experience work and/or personal problems providing appropriate counseling.
6. Ensure patient care staff have appropriate training and other resources to perform their jobs.
7. Respond to and resolve patient care relations issues expressed by team members.
8. Create and maintain a high-quality work environment in the call center department so team members are motivated to perform at their highest level.
9. Address disciplinary and/or performance problems according to company policy.
10. Assist the Patient Relations Manager with daily operation of the call center to include the training, scheduling and reward/recognition programs.
11. Work as a member/team leader of special or ongoing projects that are important to area/process improvement.
12. Share continual responsibility with the Patient Relations Manager for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
13. Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
14. Use appropriate judgment in upward communication regarding department or employee concerns.
15. Check and greet clients in a professional, friendly, hospitable manner.
16. Schedule appointments, obtaining all necessary data concerning the patient and owner.
17. Prepare to receive appointments by retrieving client records, preparing needed forms in advance of clients’ arrival. Complete required forms and obtain all necessary information.
18. As required, enter data into the computer system, retrieve and modify computerized records.
19. Protect patients' rights by maintaining confidentiality of personal, medical and financial information.
20. Perform a variety of clerical duties, receiving, sorting, distributing mail, sending out mailings, organizing reception area. Type memos, correspondence, reports and other documents.
21. Perform other duties as assigned.
22. Adhere to the dress code policy.
23. Adhere to code of Ethics policy.
24. Demonstrate punctuality and consistency with attendance.

Minimum Requirements

1. High school diploma or equivalent degree.
2. Knowledge of medical terminology, procedures, and diagnosis.
3. Knowledge of computer and relevant software applications.
4. Knowledge of general administrative and clerical procedures.
5. Working knowledge of healthcare insurance preferred.