Parkside OB-GYN - Live Answer Team Lead

Tribe 513•Greenville, SC

2d•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, ensuring adherence to applicable policies and procedures, and delivering the overall patient experience. The Team Lead also works as a Communications Representative; phone hours vary 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.
Ability to sit at a computer terminal for long periods.
Ability to be physically present at the workstation at the designated company office location during normal business hours for this position.
Ability to travel up to 10% of the time.
Ability to lift up to 20 pounds.

Responsibilities

Provide outstanding customer service to incoming callers.
Provide day-to-day oversight and direction of the Live Answer Team with support 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.
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.
Take ownership of additional tasks and projects assigned through Tribe513 Communications.
Work as a Communications Representative, with phone hours varying according to need.