"Customer Service Team Lead"

Customer Service Team Lead

Title: Customer Service Team Lead

Location: Midtown

Org Unit: FDTC Access Center

Weekly Hours: 35.00

Exemption Status: Non-Exempt

Salary Range: $30.11 - $34.51
*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

Position Summary

Under direction, is the primary resource for call center representatives, responding to call center staff inquiries for guidance on policy and procedures This role also assists in the assignment of work distribution to staff and the follow through with completion of these tasks, as well as participates in training initiatives and quality control processes.

Job Responsibilities

• Obtains, reviews and updates patient demographic and insurance information within the practice management billing system.
• Acts as the primary resource for the team, responding to call center staff inquiries on policies and procedures.
• Identifies, triages, and escalates priority calls and messages; redirects and transfers calls to the appropriate person or department.
• Schedules and/or reschedules patient appointments within the practice management system.
• Ensures call center staff is adhering to schedule for both inbound and outbound call activity, as well as non-phone projects/assignments.
• Assigns work to staff as directed and ensures completion.
• Supports and provides assistance in the training and continuing development of call center staff.
• Conducts quality control calls as part of the department's quality control goals.
• Provides recommendations to improve work flow, communication and overall protocols in an effort to better serve the needs of patients and the department.

Education

• Bachelor's Degree

Experience

Approximately 2-3 years of professional experience in a customer service role

Knowledge, Skills and Abilities

• Demonstrated excellent organizational, oral and written communication skills.

Licenses and Certifications

(None specified)

Working Conditions/Physical Demands

Standard office work; Role will require long period of time in a sitting position