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Call Center Team Lead

2 months ago

Atlanta, Georgia, United States SENTA Partners Full time

Job Summary:

We are seeking a highly skilled and experienced Call Center Supervisor to lead our call center team at SENTA Partners, a premier Ear, Nose, and Throat (ENT) private practice. The successful candidate will be responsible for overseeing daily operations, supervising a team of call center representatives, and ensuring exceptional service to our patients over the phone.

Key Responsibilities:

  • Operations Management: Oversee the daily operations of the call center, ensuring efficiency and patient satisfaction.
  • Team Supervision: Supervise a team of call center representatives, providing training, coaching, and performance evaluations.
  • Call Traffic Management: Monitor call traffic and manage staff scheduling to ensure adequate coverage at all times.
  • Patient Inquiries: Handle complex patient inquiries and resolve issues that escalate beyond the initial point of contact.
  • Collaboration: Collaborate with other departments to streamline appointment scheduling, patient follow-ups, and information dissemination.
  • Protocol Implementation: Implement and uphold call center protocols and procedures in alignment with practice standards.
  • Performance Analysis: Analyze call center metrics and compile reports on performance, suggesting improvements as needed.
  • Compliance: Ensure compliance with HIPAA and other healthcare industry regulations regarding patient information.
  • Team Development: Facilitate regular team meetings to discuss performance, goals, and ongoing training needs.
  • Process Improvement: Drive initiatives to improve patient satisfaction and operational efficiency.

Requirements:

  • Leadership Experience: Minimum of 3 years of supervisory experience in a call center or customer service environment.
  • Healthcare Experience: Prior experience in a healthcare setting is highly desirable.
  • Leadership Skills: Strong leadership and people management skills.
  • Communication Skills: Excellent verbal and written communication abilities.
  • Technical Skills: Proficient with call center technology and healthcare management software.
  • Medical Knowledge: Knowledge of medical terminology and understanding of healthcare operations.
  • Analytical Skills: Ability to analyze data, understand trends, and develop strategies to improve service.
  • Patient-Centric Approach: Must be empathetic and patient-centric in approach to handling patient interactions.