Lead, Call Center

AEG Vision•Dallas, TX

64d

About The Position

The Call Center Lead will be required to provide appropriate direction, supervision, and appraisal of employees. Assume responsibility for performing assigned Call Center and related support function

Requirements

High School diploma or GED
Excellent Verbal and Written Communication Skills
Strong ability to Multi-task
HIPAA Compliant

Responsibilities

Schedules Lasik consults
Perform recall, calling all overdue/current patients to schedule
Maintains tracking sheet while doing recall 09 outpatients
Perform follow-up calls for “missed appointments” during call times
Reschedule all No-show patients from prior day service
Performs all reschedule days all locations
Update returned cards
Delivers mail/runs mail through postage meter
Performs non-updated recall for all locations
Reminder Calls 2week, 3day, day before call/text /email
Live Chat all locations
Forecasting forward for all locations scheduling needs
Email communication to offices for all patient needs (PS, Tech, Optical)
Checks Info email multiple times daily for all patient appointment requests/confirmations
Pulls in all appointment web requests for all locations daily
Works cancelation report daily
Checks wait list for assigned locations daily
Answer all incoming calls
Adds any scheduling templates for doctors per location per DM request
Checks daily VM for any overnight messages
Oversees the Call floor answering questions/training
Weekly Reports for revenue worked by call center
Forecast out for all locations for schedule needs
No show report
Customer tracking
Run Recall Eyetique & IEC
Call Center overview
Maintains regular contact with other departments/ offices to obtain and convey information and/or to correct transactions
Keeps management informed of area activities and of any significant problems
Attends and participates in meetings as required
Ensures that work area is clean, secure, and well maintained