Call Center Lead

JOB SUMMARY

The Clinic Call Center Lead is responsible for assisting Call Center Supervisor in overseeing day to day operations of their designed area of responsibility. They are the first point of contact for employee and patient issues and provide leadership and guidance to staff to problem solve identified situations. They assist the supervisors by ensuring staff are well-trained and following requirements of their dedicated positions. They are also back up during high volume times and to cover PTO and callouts. All leads must portray themselves in a professional manner with their peers and know when appropriate to escalate with the leadership team following the appropriate chain of command.

RESPONSIBILITIES

• Oversees the day-to-day operations of their designated area of responsibility by monitoring staff through daily reports and dashboards and make any necessary corrections to ensure all work is completed in a timely, accurate, and professional manner
• Assist staff in times of high volume to ensure all work is completed in a timely manner
• Acts as backup for call outs and scheduled PTO
• Trains all new department employees
• Creates and updates training materials
• Assists manager with training existing employees on new programs and processes
• Accepts escalated calls from staff and takes ownership of resolution and keeps manager informed of any concerns
• Monitors the work quality and production of the phone department
• Monitors voicemails, emails, fax, and referral queues. They will redirect staff efforts as needed to ensure good service to our patients
• Schedule and distribute work duties amongst department staff
• Monitor clinic schedule for accuracy. Responsible for clinic schedule changes and ensures patients are rescheduled as warranted
• Oversees workers compensation and auto accident scheduling.
• Trains departments staff to be able to handle workers compensation and auto scheduling
• All other duties as assigned

EDUCATION & EXPERIENCE

• High school diploma or equivalent required; Associate degree in healthcare or business preferred.
• 3-5 years’ experience in a medical field with patient access skills in registration
• Scheduling, insurance benefit, or authorization background
• Organizational skills and multi-tasking experience
• Experience with training new staff

PREFFERRED QUALIFICATIONS & SKILLS

• Working knowledge of a large medical office
• Excellent written and verbal communication skills
• Organizational skills and ability to prioritize assigned workloads

Orthopaedic Solutions Management is a Drug Free Workplace

We are committed to maintaining a safe, healthy, and productive work environment. As part of this commitment, we operate as a drug-free workplace. All candidates will be required to undergo pre-employment drug screening and/or be subject to random drug testing in accordance with applicable laws and company policy.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.