Call Center Representative Lead – Occupational Health

• Acts as a resource to caregivers, which includes training/orienting, providing day-to-day work direction, and giving input on performance. Assigns, monitors, and reviews progress and accuracy of work, coordinates efforts and provides guidance on more complex issues/concerns. Assists in interpreting department policies and procedures, and advises and updates staff on procedural changes. Coordinates department schedule, maintaining operational workflow.
• In collaboration with supervisor, maintains daily staffing levels distributing workload and staff assignments as necessary for optimum efficiency. Assists supervisor with human resource responsibilities which may include interviewing and selection of new employees, new employee orientation, staff development, providing performance feedback, resolution of employee concerns, and employee morale. Responsible for instructing, guiding, advising, assigning, assisting, and leading day to day activities performed by Call Center Representatives. Participates in various application team meetings and works on special projects/tasks as assigned by the Supervisor.
• Communicates with customers regarding call schedules and facility operations to gather information. Asks clarifying questions, presents options or solutions, and understands the level of complexity, escalating only those situations necessary to higher level support.
• Provides support to troubleshoot, answer questions and resolve problems, ranging from basic to more complex technical issues related to web-based organizational applications. Analyzes customer problems in order to resolve operating difficulties and arrives at workable solutions. Provide callbacks or follow-up with customers as necessary.
• Provides referrals to physicians/providers. Completes all essential forms, obtains necessary information, such as patient demographic and insurance information. Verifies and updates the medical record with customer information.
• Performs duties based on department needs, including faxing, updating medical records, logs and reports, managing files/databases, assisting with entering, gathering, organizing, and compiling data for reports. Assists with organizational marketing efforts by providing associated information and referral to customer, while maintaining appropriate records for documentation.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• High School Graduate.

Experience Required:

• Typically requires 5 years of experience in call center, healthcare or other applicable customer service related area.

Knowledge, Skills & Abilities Required:

• Knowledge of customer service/call centers, including a proficient understanding of call tracking system.
• Basic knowledge of medical terminology.
• Demonstrated proficiency as a technology user with computers and desktop software packages.
• Ability to work in a fast paced environment, handling a variety of customer/patient needs.
• Strong multitasking and problem solving skills, as well as organization and prioritization skills.
• Ability to use/manage a multiple-line telephone system.
• Demonstrated ability for analysis, logical thinking, accuracy and concern for detail.
• Strong verbal communication skills and ability to interact with a diverse customer population.
• Ability to provide excellent customer service and follow up. Ability to converse with customers/patients while researching and documenting the call on multiple systems.
• Demonstrated ability to successfully escalate difficult calls/issues and to problem solve.
• Ability to work with a variety of customers and actively listen to successfully determine the customer’s needs. Ability to analyze and resolve customer issues.
• Ability to work a variety of hours based on departmental business needs.
• Ability to act as a resource for new caregivers.

Physical Requirements and Working Conditions:

• Must have functional vision, touch, speech, and hearing.
• Required to sit a majority of the workday.
• Operates all equipment necessary to perform the job.
• Exposed to normal office environment.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.