Job Summary

The Contact Center Team Leader will be primarily be responsible for answering agent questions, troubleshooting and overseeing intra-day operations activities (i.e., call handling, escalated customer calls, attendance tracking, etc.). Responsible for notifying the Contact Center Manager of contact center performance status, attendance and systems/phone issues.

Essential Duties and Responsibilities

• Ability to answer agent calls and assist them with any questions they may have.
• Ability to oversee intra-day call handling making sure agents are available to answer calls as scheduled.
• Ability to share information effectively and provide detailed feedback to manager.
• Ability to answer incoming calls during staffing shortage or increased volume.
• Ability to share information effectively and provide appropriate direction, consultation and recommendations to staff.
• Must be timely and efficient to achieve accurate completion of projects/initiatives.
• Capable of working effectively both independently and with others.
• Manage, motivate and support staff to succeed.
• Must be able to type accurately with precise data entry skills.
• Must demonstrate professionalism and the ability to multi-task and work under pressure effectively.
• Must deliver excellent customer service both internally and externally.
• Ability to pre-screen a patient problem before passing along to the manager.
• Ability to direct escalated employee concerns to appropriate team manager.
• Ability to maintain confidentiality of patient and scheduler information.
• Respond to lead, customer, employee communications in a timely manner (i.e., call, email, text, etc.)
• Excellent telecommunication, verbal communication and organizational skills.
• Must provide information to manager and assist with performance evaluations.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

• Minimum of five years of Call Center experience.

• Health care registration, physician billing and/or medical reception/medical office experience preferred.

• Experience working with a computerized scheduling system preferred.

• High school diploma or equivalent.

Quality Standards

• Follows RadNet and site protocols, policies and procedures.

• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.