Responsible for overseeing the contact center team and team leaders for the Patient Communications Center (PCC) to interact with patients through multiple outlets (phone, chat, etc.) to schedule appointments for patients at any of our 9 clinic locations and to answer any additional patient questions. Additionally, the PCC answers and directs calls from Labs, external Dr. Offices, Hospitals, and other community members. The PCC will also assist with Population Health management and Nurse Triage calls.

Essential Functions:

• Supervises staff in daily operations.
• Provides coaching, counseling, and training of staff.
• Prepares annual performance evaluations to be delivered in a timely manner.
• Performs quality review on recorded calls according to call center procedures.
• Meet with each staff member monthly to review overall performance.
• Conduct team meeting at least monthly, to provide updates and team building activity.
• Educate staff on all policies and procedures. Interview and make recommendations for open positions in the call center.
• Maintain scheduling, timecards, and related reports.
• Ensure calls are answered in a timely manner by monitoring calls on the ACD system.
• Monitor all queues according to MPHC service level goals. Work closely with management to achieve team and department goals.
• Researching and resolving the issues of escalated calls.
• Taking calls requiring assistance from a supervisor.
• Assist staff through on the spot coaching and mentoring.
• Research issues thoroughly by interfacing with the Manager or other departments, etc.
• Assist in updating and implementing Policies and Procedures as needed.
• Other duties as assigned.

Qualifications:

Minimum Qualifications:

• High School diploma or GED.
• 2 years of progressive experience performing customer service tasks as a Lead or a Supervisor