Parkside OB-GYN - Live Answer Team Lead

Parkside Medical Group | The Onyx Group•Greenville, SC

3d•Onsite

About The Position

The Live Answer Team Lead organizes the administrative operations and customer service experience for the Live Answer Team in partnership with the Coordinator, Patient Access. The role is responsible for day-to-day operations, promoting teamwork among Live Answer team members, ensuring adherence to applicable policies and procedures, and supporting delivery of the overall patient experience. The Team Lead is also required to work as a Communications Representative, with phone hours varying based on need.

Requirements

Outstanding customer service.
At least 1 year of experience working in a physician office setting, call center, or another customer advocate field.

Responsibilities

Provide outstanding customer service to incoming callers.
Provide direct day-to-day oversight and direction of the Live Answer Team, with help from the Coordinator, Live Answer.
Develop team members’ work schedules and educate the team on practice policies and procedures.
Help the team prioritize daily and weekly tasks and projects; encourage productivity during downtime; and monitor call volume and queue hold times daily.
Communicate operational issues and ideas with the Coordinator, Live Answer.
Be available to team members for general questions and training needs.
Review team members’ timesheets and prepare them for approval.
Promote an authentic, transparent work environment within the Live Answer Team.
Serve as the on-site point person, communicating with the team on behalf of the Coordinator, Live Answer, as designated.
Own additional tasks and projects assigned through Tribe513 Communications.
Work as a Communications Representative, with phone hours varying based on need.