STATEMENT OF PURPOSE: The Call Center Team Lead is responsible for providing a world class, high performance, patient and family centered experience that contributes to the customer satisfaction and retention, exceptional quality and value, and financial health of the organization. This position requires high quality customer service assistance when responding to inquiries pertaining to callers and patients. The Call Center Team Lead will assist the Customer CARE Representatives with complex patient scheduling and registration issues and handling of calls related to the Health Organizations patient concerns, and departmental workflow issues, utilizing all available information tools and websites. Call Center Team Leads will provide ongoing monitoring of call handling and engage in regular feedback to the supervisor for improved customer service.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
- Adhere to the Privacy Act and HIPAA as it relates to the confidentiality of information released;
- Maintain up-to-date knowledge of Hospital Organization and Health Care policies and procedures as they apply;
- Excel in all functions performed by Customer CARE representatives;
- Assist with answering patient calls when necessary in an effort to maintain/exceed production goals
- Monitor and assist Customer CARE Representatives when prompted and carry out lead responsibilities in accordance with the organizations policies and procedures.
- Monitor calls to observe employee demeanor, technical accuracy and conformity to company policies;
- Monitor and review call center reporting both real time and historical;
- Assist coaching representatives when errors are presented
- Manages difficult customer situations and responds promptly to customer needs while soliciting feedback to improve service;
- Respond to telephone inquiries and recommend corrective services to address customer needs and complaints;
- Report problems that occur and assist with the resolution, continually looking for and suggesting process improvements, which will benefit the patients and families of The Hospital and Health Care Clinics.
- · Speaks clearly, persuasively and professionally in positive and negative situations;
- Walk on the Call Center Floor and at times, provide remote assistance to the remote staff to ensure that the team is productive at all times.
- Performs other duties as assigned by Supervisor.
Core Competencies
Customer Focus -strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.
Managing Vision & Purpose - leads effectively by translating the organizations vision, mission and strategic objectives into challenging but
attainable goals.
Developing Team Members -demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.
Team Work - builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.
Integrity & Trust - acts in accordance with the highest standards of ethical conduct and behavior.
Problem Solving - employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.
Safety - demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.
Work Environment - This position operates in a professional and high paced call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.