Contact Center Lead


Full Time

Supervised By

Contact Center Manager

Job Description

– Hands-on engagement in understanding and applying Lean
– Maintains an unrelenting focus on improvement and providing customer value
– Makes learning and practicing of Lean principals a daily priority.
– Excels at filling the role of company ambassador with each customer contact; Ensures that the
customer feels understood with any request or issue by recapping the message received;
communicates what steps will be taken, by who, and when; establish themselves as a
customer advocate who will help them with any follow up needs
– Manage a large quantity of inbound and outbound calls in a timely, friendly and professional
manner. Investigates the needs of the caller to appropriately transfer the caller, if necessary.
– Provide optimum service by scheduling exams for patients efficiently and maximizing
scheduling availability; Secure and schedule patient appointments according to company
guidelines, using computer-based appointment scheduling systems.
– Provides service information by correctly answering questions answering questions; offering
assistance if needed; if an issue needs escalation, professionally refer complaints to the
appropriate supervisor
– Maintains call center database by accurately entering and verifying information on a timely
basis; updates patient information.
– Responsible for maintaining customer call logs, ensuring that details are maintained, and
others can easily interpret activities performed, or tasks pending
– Create and maintain reports for contact center que trends and provide quality control coaching
to contact center employees.
– Provide lead support and for contact center representatives by responding to escalated
patient service related issues from patients and referring physicians.
– Other responsibilities as directed by supervisor and/or manager.







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