Ophthalmic Lead Call Center Representative

EyeSouth Partners • Marietta, GA

18h • Hybrid

About The Position

EyeSouth Partners is recruiting an Ophthalmic Lead Call Center Representative for its growing team. This role leads a team of 10–15 Contact Center Representatives, supports their training and professional development, and serves as a liaison between the Corporate Call Center Manager, representatives, and practice leadership. The position also handles inbound calls and helps ensure the team has the tools and training needed to deliver exceptional patient care and meet key performance indicators.

This is a hybrid position requiring commuting to offices in the Atlanta, Georgia area as needed. Ophthalmology or optometry experience is required.

Requirements

• Ophthalmology or optometry experience.
• Intermediate computer skills, including Microsoft Office.
• Excellent interpersonal skills and the ability to interact effectively and professionally with people at all levels, internally and externally.
• Sound judgment when responding to inquiries, including knowing when to route inquiries to the next level.
• Self-motivation, strong organizational skills, and superior attention to detail.
• Ability to manage multiple tasks and projects simultaneously within inflexible time frames and adapt to frequent changes in priorities.
• Ability to develop collaborative relationships with internal partners and build consensus among cross-functional teams.
• Strong problem-solving and negotiation skills.

Nice To Haves

• Five or more years of call center leadership experience.
• Certified Patient Service Specialist certification.

Responsibilities

• Lead a team of 10–15 Contact Center Representatives.
• Provide practice-based training for new Corporate Call Center hires.
• Act as a liaison between the Corporate Call Center Manager and Corporate Call Center Representatives.
• Work with practice leadership to ensure representatives have the tools needed to provide exceptional patient care.
• Provide monthly scorecards to practice leadership with support from the Corporate Call Center Manager.
• Ensure cross-training for the Corporate Call Center team so key performance indicators are met.
• Monitor daily Corporate Call Center dashboards and call audibles to assess skill levels and ensure key performance indicators are met.
• Support the Corporate Call Center Manager with staff coaching and representative professional development.
• Lead monthly team meetings and weekly huddles with support from the Corporate Call Center Manager.
• Hold monthly one-on-one meetings with direct reports.
• Take inbound calls to support Contact Center Representatives.
• Provide orientation and Corporate Call Center-based training to new hires.
• Provide onboarding training for existing practice staff.
• Ensure new Corporate Call Center hires and existing staff have appropriate IT equipment.
• Provide train-the-trainer instruction to other Contact Center Leads.
• Support the Corporate Call Center Lead with IT needs.
• Support the Corporate Call Center Manager with professional development of Leads.

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) with matching
• HSA/FSA
• Telemedicine
• Generous PTO package
• Employee discounts and perks
• Employee Assistance Program
• Group life and AD&D insurance
• Short-term disability insurance
• Long-term disability insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed