Call Center Lead

Morton Comprehensive He • Tulsa, OK

7h • Onsite

About The Position

This role is responsible for ensuring call center staff are fully trained in all aspects of scheduling for various service disciplines in a courteous and professional manner. The Lead will assist the Front Office Billing Director with hiring Call Center Representatives and serve as a point of contact for staff regarding Morton policies and procedures. Additionally, the Lead will support the Front Office Director with updates to training manuals, reference materials, and department schedules. This position involves motivating the team to achieve performance goals, deliver high-quality customer service, and prevent issues. The Lead will also assist with patient transportation scheduling and driver dispatch, monitor call queues for timely responses and effective time management, and compile weekly/monthly call reports for performance analysis. Setting team performance goals is also a key responsibility.

Requirements

• High School Diploma / GED required.
• Ability to work in a fast-paced environment.
• Proficiency with Microsoft Office products – Outlook, Excel, and Word.
• Know commonly used concepts, practices, and procedures in an ambulatory health center environment.
• Proper phone etiquette knowledge and skills.
• Ability to work independently as well as part of a team.
• Demonstrated ability to work effectively with staff and the public.
• Good oral and written communication skills.
• Ability to multi-task and manage multiple projects
• Professional appearance and demeanor
• Required to maintain a high level of confidentiality.
• This position has been deemed a” Safety-Sensitive” position; therefore, Morton reserves the right to refuse to hire an applicant or may terminate an employee in a “Safety-Sensitive Position” who tests positive for medical marijuana even if he/she has a valid medical marijuana license.

Nice To Haves

• 2-3 Years of work experience at Morton Comprehensive Health Services preferred
• Associates degree preferred.
• Bilingual English/Spanish preferred.

Responsibilities

• Ensure call center staff are fully trained in all aspects of scheduling for the various service disciplines in courteous and professional manner.
• Assists Front Office Billing Director with hiring of Call Center Representatives.
• Be a contact for Call Center staff regarding Morton policies and procedures as well as Front Office policy and procedures as it relates to their job duties.
• Assists Front Office Director with updates in Call Center training manuals, reference materials, and department staff daily/monthly schedule.
• Motivate the Call Center team to achieve performance goals, deliver high quality customer service and to prevent problematic mistakes or issues.
• Assists with patient transportation scheduling and driver dispatch.
• Monitors call queues to ensure calls are being answered timely by Call Center representatives and they are managing their time effectively.
• Compiles weekly/monthly call reports for Call Center representatives to analyze their performance levels.
• Set team performance goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED