Job Openings

Team Lead, Patient Call Center

Job ID: BH392288

Category: Customer Service

Specialty: Other

Job #392288

Requirements
– HS diploma or equivalent education/experience
– 1-2 years Customer Service experience in a call center
– Leadership experience and handling escalated calls

Responsibilities
– Answer a high volume of calls from clients and give a high a level of customer service while maintaining a response rate according to company standards
– Resolve patient complaints to prevent escalation to Account Managers
– Ensure all messages are retrieved and returned promptly
– Confirm all Call Center representatives are logged into their phones and answering calls promptly
– Work closely with department manager to fulfill Call Center goals
– Conduct training and education to new and existing staff members on processes and procedures
– Answer questions from the Call Center staff
– Monitor “Taske” to ensure all calls are being handled in a timely and professional manner
– Oversee distribution of daily administrative work to staff and ensure that it is completed
– Identify and report issues to department Manager and assist in a resolution related to phone or patient issues
– Update resource materials for Call Center staff as needed
– Communicate work flow progress to department Manager on a regular basis
– Adhere to the Code of Conduct and be familiar with all compliance policies and procedures stored in LogixGarden relevant to this position

The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Type: Temp/Contract

Location: Bedford, Massachusetts