Call Center Representative- Team lead
1 month ago
Key Objectives:
- Being a leader of the call center. Presenting a positive presence, and assisting agents in providing an exceptional patient experience.
- Develop training initiatives to improve the call center's efficiency and productivity levels.
- Review call center activities to identify additional areas of improvement.
- Scheduling accurately
- Providing special attention to patient's needs.
- We are providing excellent customer service.
- Represent MVP in a positive and professional manner
Monday-Friday
8:00 am-5:00 PM
You must live 30 miles within Cleveland, Oh
What you will be doing
Responsibilities include:
- Oversee daily operations of the Patient Communications Department
- Assist with Team meetings and completion of meeting notes.
- Assure appropriate staffing for day-to-day operations by overseeing the manual time off calendar.
- Train and support call center associates. In addition, maintain the Dept Training Manual.
- Participate in cross-functional teams to ensure agents are trained on multiple tasks.
- Address training initiatives that directly impact call center agent retention and patient satisfaction.
- Manage the patient contact process for reschedules, including patients who are unresponsive to reminders.
- Ability to schedule and convert patients appropriately for Specialty Eye Institute centers.
- Contact patients who may have not responded to their reminder cards and be assertive to ensure the appointment will be rescheduled (telemarketing)
- Typing and distributing weekly doctor schedules to all medical/surgical offices and staff
- Assisting with Doctor template changes to ensure maximization of schedules
- Sending information packets, and mass mailing to all patients or offices when requested
- Oversee Nextiva Call Center Dashboard
- Complete all month-end reports for the Director of Communications
- Perform various other duties as requested by the Director of Communications
MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
Education:
- High School diploma required - minimum
- Two to four years experience in related sales.
- Proficient in Microsoft Word, Excel, and PowerPoint
- Interpersonal skills necessary to effectively interact with staff, doctors, customers, and the public
- Ability to communicate effectively, both in writing and verbally
- Ability to handle multiple tasks effectively and meet deadlines
- Must have strong organizational skills and the ability to work independently, and cooperatively, and have excellent professional judgment
- Competitive wages
- Robust benefit package including medical, dental, life, and disability (short- and long-term) insurance
- Generous paid time off (PTO) program
- Seven (7) company paid holidays
- 401(k) retirement plan with company match
- An organization focused on People, Passion, Purpose, and Progress
- Inspirational culture
About Midwest Vision Partners
Midwest Vision Partners was founded in 2019 to build a premier eye care platform in partnership with Alpine Investors, a San Francisco-based private equity firm. Alpine is a strong supporter of MVP, given its PeopleFirst™ philosophy, unparalleled track record, significant financial resources, and a commitment to building a platform that includes physician leadership at the highest levels.
Headquartered in Chicago, our mission is to provide world-class support to ophthalmologists and optometrists, enabling them to focus on improving patients' vision to help people live their best lives. Today, MVP's network consists of 16 practices, 125 physicians, and roughly 1500 employees providing medical and surgical eye care services at over 60 locations throughout the Midwest. We strive to be the premier provider of eyecare in the Midwest through a culture of collaboration and excellence.
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