Job Description

• Adhere to the Privacy Act and HIPAA as it relates to the confidentiality of information released;
• Maintain up-to-date knowledge of Near North Health's regulations and policies as they apply;
• Train, develop or identify representatives’ training and resource needs;
• Consistently monitor the quality and quantity of work performed by the department and the individuals within the lead’s team;
• Use specialized knowledge of guidelines and regulations to provide guidance and advice to agents and customers;
• Ensure department and related organization activities are in compliance with policies;
• Plan, develop and administer departmental procedures, policies and standards, ensure organization policies and procedures are communicated and practiced;
• Assists with developing appropriate measures or standards for performance and uses these to monitor, evaluate and continuously improve department service and work performance;
• Participate in interviews to identify quality candidates;
• Maintains high outbound call volumes, daily reporting of any issues, and supervises call center agents;
• Manages staff performance, identifying training needs and training sessions;
• Prepare and manage work schedules for call center agents, monitor attendance, schedule breaks and shifts as necessary;
• Responsible for following up and resolving customer complaints;
• Direct oversight of call center agents and their responsibilities includes but is not limited to:
  • Randomly listen in on calls
  • Establish communication with agent
  • Resource for questions, issues, or concerns
  • Inform manager of performance issues or needs
  • Assist with agent training
  • Assist with assistive technology needs and issues
  • Initial performance review of agents and applicable documentation
  • Research inquiries and correct mistakes
  • Approve time off requests and payroll
  • Provide disciplinary action as needed
  • Any other duties deemed necessary by Supervisor
• Performs other duties as assigned by Supervisor.

• Customer Focus strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.
• Managing Vision & Purpose leads effectively by translating the organization’s vision, mission and strategic objectives into challenging but attainable goals.
• Managing Team Members fosters the development of a common vision for performance; provides clear direction and priorities; clarifies roles and responsibilities.
• Developing Team Members demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.
• Team Work builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.
• Integrity & Trust acts in accordance with the highest standards of ethical conduct and behavior.
• Problem Solving employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.
• Safety demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.
• Work Environment This position operates in a professional and high paced call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

• Associate's degree from an accredited institution in business management or related field preferred;
• Two years’ experience working in a call center;
• Two years of Health Care experience preferred;
• Ability to effectively work within established contractual turnaround times;
• Detail oriented, as well as ability to manage multiple tasks with follow-up skills;
• Advanced proficiency with MS Office applications;
• Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment;
• Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks;
• Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.