Team Lead Centralized Call Center

5 days ago

Malden, United States Cambridge Health Alliance Full time

Location:  Commerce Place 

Work Days:  830-5

Category:  Clerical and Administrative Support

Department:  Primary Care Call Center 

Job Type: Full time

Work Shift: Day 

Hours/Week: 40.00 

Union: Yes 

Union Name: CH Laborers 380

The Primary Care Call Center handles new patient registration and scheduling established patients. This provides patient care to already established patients and anyone looking to become a CHA patient. 

Under the general supervision of the department’s manager and in accordance with established policies and procedures, performs a wide range of administrative functions to assist with training of new employees and ongoing assistance of all staff, monitors telephone real time performance, troubleshoots systems issues and monitors changes of lunch hours for telephone coverage. 

The team lead participates in the department’s appointment scheduling, training, performance feedback, and monitoring calls for quality and training purposes. Work as an information source to answer staff questions regarding the department’s ever evolving booking guidelines. The employee must adhere to departmental productivity standards and will be expected to participate in quality improvement projects to improve the quality of the work delivered by the Centralized Scheduling Department. Leads team members and works as an information source to answer representative’s questions. Guides staff through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives. Recognizes, troubleshoots and tracks patient-related problems and escalates chronic or systemic problems to Department Manager and Supervisor. 

Maintains excellent interpersonal skills demonstrating a professional, caring attitude in all interactions with health providers, patients, Alliance departments, outside service agencies and consulting providers. Develops strong working relationships with department staff, management and clinical staff. 

QUALIFICATIONS: 

 A minimum of 5 years’ experience with the EPIC system and/or a degree equivalent to the experience and a minimum of 1 year in a leading/supervisory position. 

The employee has proven outstanding productivity standards at all times and exceptional customer service excellence. Five years of experience in Epic Registration within a Healthcare setting. 

Trained in the latest Epic upgrade. 

An effective team player with strong interpersonal skills. Good oral and written skills. 

Ability to interact and collaborate successfully with patients, network management and professional staff is essential.

Computer literate. Proficient in Microsoft Office and Google Suite Knowledge of Primary Care operations.

 
In keeping with federal, state and local laws, Cambridge Health Alliance (CHA) policy forbids employees and associates to discriminate against anyone based on race, religion, color, gender, age, marital status, national origin, sexual orientation, gender identity, veteran status, disability or any other characteristic protected by law. We are committed to establishing and maintaining a workplace free of discrimination. We are fully committed to equal employment opportunity. We will not tolerate unlawful discrimination in the recruitment, hiring, termination, promotion, salary treatment or any other condition of employment or career development. Furthermore, we will not tolerate the use of discriminatory slurs, or other remarks, jokes or conduct, that in the judgment of CHA, encourage or permit an offensive or hostile work environment.
 

Cambridge Health Alliance brings Care to the People - including your neighbors, friends and family. Our local hospitals and care centers serve our vibrant, diverse communities, and play an integral role in improving health. As passionate advocates for the underserved, we actively partner with our communities to take on challenging public health issues, and conduct important research to help reduce barriers to care. We believe that everyone deserves access to high quality, convenient health care. This is why our employees believe in where they work and why many build long, rewarding careers at CHA.

Healthcare is changing rapidly. CHA has a strategic plan that charts a proactive course for our future. It is built on a vision of equity and excellence for everyone, every time. It also recognizes that our workforce is our most valuable asset and prioritizes competitive salaries, benefits and professional development opportunities for employees. The strategic plan is changing the way we provide care and improving the health and experience of our patients; we are looking for smart, committed, compassionate people who want to be part of making our vision of better health and equity a reality.

At CHA, you can believe in where you work and go home every day knowing you made a difference. Join our team and help us bring Care to the People.

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