Call Center Team Lead

Company: RelateCare
Location: Cleveland
Posted on: January 15, 2021

Job Description:

Company Overview:RelateCare is a healthcare contact center providing on-site consultancy, outsourcing solutions, and shared services to leading hospitals and health care organizations. We are a multidisciplinary team of patient service representatives, schedulers, nurses, contact management specialists, and technologists offering support to our clients' patient services. RelateCare is fast becoming a global leader in the delivery of patient access and patient engagement solutions in the US and Europe. RelateCare is based in Waterford, Ireland and Cleveland, Ohio. We proudly specialize in connecting patients, providers, and caregivers while ensuring that patients can access the right care at the right time and in the right place.Position SummaryRelateCare is seeking a Call Center Team Lead for our Cleveland, OH contact center. The Call Center Team Lead is responsible for ensuring that productivity and performance standards are met by the assigned team of Patient Services Representatives. This is a full-time position. Our Call Center operates 7 days per week between the hours of 8:00am to 8:00pm. This position requires flexibility in scheduling work hours and may require availability to work weekends.Responsibilities:* Oversees the day-to-day operation and workflow of the team in accordance with campaign requirements and Key Performance Indicators (KPI).* Provides supervision, coaching, and development to Patient Services Representatives (PSRs) and builds on their strengths to drive optimum performance.* Trains or instructs PSRs in job duties, use of equipment, and company policies.* Utilizes positive leadership techniques to focus, motivate, and inspire the team.* Acts as a point of contact in supporting PSRs with complex and escalated inquires.* Carries out call evaluations to ensure consistency and adherence to all service requirements and best practice in customer engagement.* Prepares and provides detailed reports of the service performance for management and clearly documents the impact of services.* Coordinates the repair of any computer and phone system issues with IT Helpdesk and PSRs.* Assists Call Center Manager with conducting one-on-one meetings with team members to assess performance against objectives and to drive team and individual performance.* Provides Training Manager with insight on training needs and assists in the development of education programs in support of employees' continuous improvement.* Serves as patient services representative, supporting department members during high call volumes, and taking over escalated calls to ensure patient satisfaction.* Performs other duties as assigned.Qualifications:* Must possess a High School Diploma or equivalent* Must have a minimum of 3 years of experience as customer service representative in a call center environment* 1 to 3 years of previous supervision or leadership experience is strongly preferred* Experience with Epic Medical Software strongly preferred* Certified Healthcare Access Associate (CHAA) strongly preferred* Bilingual in English and Spanish preferredRequirements:* Must possess a strong customer focus with commitment to the delivery of the highest standards in customer care and professionalism.* Must possess excellent interpersonal and communication skills to influence team and collaborate with others at all levels within the organization.* Must have the ability to prioritize and plan work to efficiently achieve goals and deliver consistent and reliable results.* Must be able to thrive in a fast-paced environment, adapt easily to change, and productively address multiple priorities while ensuring patient satisfaction.* Must be able to maintain a professional, proactive, positive, and flexible disposition while at work.* Must be able to use good independent judgment to make decisions.RelateCare is an Equal Opportunity Employer. Discrimination and harassment of any kind is not tolerated in our organization. All our employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or any other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please email us at hr-us@relatecare.com with more information and indicate "Applicant Accommodation" on the subject line.

Keywords: RelateCare, Cleveland , Call Center Team Lead, Other , Cleveland, Ohio