Contact Center Associate 3 (H)
Core
Team Lead providing assistance to staff level employees to ensure compliance with department policies, assisting with staffing and report reconciliation, coaching, and delivering courteous service to patients including accurate documentation and verification of patient registration information.
Role type
Team Lead Contact Center Associate
Builds
Patient scheduling and registration services for the medical school and health system
Domain
Healthcare administration / Medical scheduling
Required skills
Medical triage expertise, Government and commercial insurance requirements knowledge, EPIC scheduling system proficiency, Team leadership, Quality assurance monitoring, Conflict resolution, Scheduling optimization
Preferred skills
None stated
Technologies
EPIC scheduling system
Responsibilities
Serve as team lead and subject matter expert for the Manager and Supervisor; Act as first point of escalation for agents and customers; Ensure team members follow schedules properly; Monitor agent calls for quality assurance; Ensure a safe working environment and delegate duties; Contribute to process improvement projects; Deliver high-level patient service.
Seniority
Mid-level, hands-on IC with leadership duties