What are the responsibilities and job description for the Call Center Lead position at Morton Comprehensive He?
- Ensure call center staff are fully trained in all aspects of scheduling for the various service disciplines in courteous and professional manner.
- Assists Front Office Billing Director with hiring of Call Center Representatives.
- Be a contact for Call Center staff regarding Morton policies and procedures as well as Front Office policy and procedures as it relates to their job duties.
- Assists Front Office Director with updates in Call Center training manuals, reference materials, and department staff daily/monthly schedule.
- Motivate the Call Center team to achieve performance goals, deliver high quality customer service and to prevent problematic mistakes or issues.
- Assists with patient transportation scheduling and driver dispatch.
- Monitors call queues to ensure calls are being answered timely by Call Center representatives and they are managing their time effectively.
- Compiles weekly/monthly call reports for Call Center representatives to analyze their performance levels.
- Set team performance goals.
Job Qualifications:
- High School Diploma / GED required.
- Previous call center experience required
- 2-3 Years of work experience at Morton Comprehensive Health Services preferred
- Associates degree preferred.
- Bilingual English/Spanish preferred.
- Ability to work in a fast-paced environment.
- Proficiency with Microsoft Office products – Outlook, Excel, and Word.
- Know commonly used concepts, practices, and procedures in an ambulatory health center environment.
- Proper phone etiquette knowledge and skills.
- Ability to work independently as well as part of a team.
- Demonstrated ability to work effectively with staff and the public.
- Good oral and written communication skills.
- Ability to multi-task and manage multiple projects
- Professional appearance and demeanor
- Required to maintain a high level of confidentiality.
This position has been deemed a” Safety-Sensitive” position; therefore, Morton reserves the right to refuse to hire an applicant or may terminate an employee in a “Safety-Sensitive Position” who tests positive for medical marijuana even if he/she has a valid medical marijuana license.