Classification: Full-Time
Schedule: M-F 8:00AM - 5:00PM
Location: Onsite & Possibly Future Remote
COMPANY:
We would love to Welcome YOU to the Family Medicine Austin Team! Our healthcare focus is on the quality of life and longevity, by leveraging the power of diagnostic testing. Our goal is to provide patients with a comprehensive and actionable results that can be used as a tool to improve patient long term health and wellness. YOU will be an integral part of the Team, and your work will directly influence our company’s reputation and our ability to have a positive impact on patient health. Should you be the candidate to WIN the job, we know you will find your work to be both challenging and rewarding!
JOB SUMMARY:
We are searching for a full-time Call Center Lead to work for our medical clinic. The Call Center Lead will assist in Call Center operations and perform supervisory duties. Our ideal candidate will enjoy working in a goal-oriented environment; must have excellent computer, communication, and detail skills, as well as the ability to be positive, self-directed, and independent.
ESSENTIAL FUNCTIONS:
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Answer incoming calls and assist patients based on their needs.
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Make outbound calls to patients to reschedule, confirm, or assist in other areas.
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Schedule and confirm patient Advanced Physical appointments by determining empty spots on calendars.
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Maintain and update the Call Center Knowledge Base.
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Supervise Call Center employees time and attendance.
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As needed, refine clinical and administrative work flows.
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Identify problems; effectively and efficiently create solutions.
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Direct staff: set expectations, hold accountable, provide feedback during coaching sessions and performance reviews.
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Use excellent oral communication and exemplary customer service when interacting with patients or staff.
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Promote and ensure excellent customer service by all levels of staff.
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Interview, onboard, and train new staff members.
ADDITIONAL DUTIES AND RESPONSIBILITIES:
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Maintain professional conduct and appearance in workplace settings.
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Complete other assigned duties as designated by the Supervisor, Director, or Founding Partner.
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
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Work performed in an office/clinical setting.
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Regularly required to sit or stand while on the phone.
EXPERIENCE:
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Experience: Call Center - 2 years. Call Center Supervisor/Lead - 1 year.
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POSITIVE, professional attitude and code of conduct.
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Strong communication and customer service skills.
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Strong sense of urgency and problem-solving skills.
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Self-motivated and AMBITIOUS.
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Preferred: EMR System: EClinicalWorks.
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Preferred: Medical office or patient registration experience - 2 years.
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Preferred: Bilingual in Spanish.
BENEFITS:
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Benefits include paid holidays under the current holiday policy, accrued paid time off and employer covers a portion of medical insurance premiums.