Contact Center Associate 2 (H)

Core Summary

Contact Center Associate 3 serves as Team Lead providing assistance to staff level employees as necessary to ensure compliance with department policies and procedures. Assist supervisor with staffing, report reconciliation, coaching process, and other duties as assigned. This position involves the delivery of courteous and efficient service to patients, accurate documentation and verification of patient registration information, and professional and timely communications with physicians, medical staff, and administrators. Success in this position requires the ability to utilize the EPIC scheduling system to search for appointments across multiple physicians, resources, specialties and sites while utilizing expertise in medical triage and understanding of government and commercial insurance requirements to ensure patients are scheduled with the appropriate provider within a convenient time frame. This position supports the medical school’s vision, mission, and goals.

Core Responsibilities:

• Serves as team lead and/or subject matter expert in support of the Manager and Supervisor.

• Acts as the first point of escalation process for agents as well as customers; handling complaints, questions and queries as necessary.

• Ensures that team members follow their schedules properly as designed. Assists team supervisor with the direction of daily duties and communication so that calls are answered in a timely, efficient and knowledgeable manner.

• Monitors agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling.

• Ensures a safe and harmonious working environment for all other team members and delegate duties to all team members as needed.

• Contributes to special or ongoing projects and assignments that are important to area/process improvement.

• Provides support across all services within their assigned team.

• Delivers a high level of patient service, with consistent levels of quality and productivity.

• Supports their team by serving as subject matter expert in support of their peers.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Core Qualifications:

High School diploma or equivalent

Minimum 3 years of relevant experience

General knowledge of office procedures and operations Ability to communicate effectively in both oral and written form.

Ability to handle difficult and stressful situations with professional composure. Ability to maintain effective interpersonal relationships.

Ability to recognize, analyze, and solve a variety of problems. Ability to lead, motivate, develop and train others.

Ability to process and handle confidential information with discretion.

Skill in completing assignments accurately and with attention to detail.

Any relevant education, certifications and/or work experience may be considered.