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LogixHealth Team Lead, Patient Call Center in Bedford, Massachusetts

Are you interested in joining a team that strives to positively impact the healthcare system?

LogixHealth provides services and technology that result in smarter healthcare. We need the best and most inspired team members and are looking for people with a high level of intellectual curiosity and drive who always ask "why" and "how can we do it smarter."

If we have piqued your interest and you also possess:

  • A strong attention to detail, active listening skills and the ability to multitask

  • Proficient computer and Microsoft Excel skills

  • Effective communication and organization skills

    We want to meet YOU!

    Purpose

    Assist the department Manager in overseeing the daily administrative work flow of staff, perform Call Center Representative duties and handle escalated calls.

    Duties and 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

    Qualifications

    To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities perform the duties.

    Education (Degrees, Certificates, Licenses, Etc.)

    High School Diploma or equivalent combination of education and experience required.

    Computer Skills

    Prior MS Office experience, including proficiency with Excel and Word, data entry, demonstrated ability to use the appropriate data collection software, and internet software experience required.

    Experience

    One to two years related experience preferred.

    Specific Job Knowledge, Skill and Ability

  • Ability to add, to subtract, multiply and divide in all units of measure; this ability will encompass using whole numbers, common fractions and decimals

  • Ability to compute rates, ratios and percentages

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals

  • Ability to write routine reports and correspondence

  • Ability to communicate effectively verbally and in writing

  • Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form

  • Ability to deal with problems involving several concrete variables in standardized situations

  • Specific vision abilities required by this job include close vision

  • Ability to sit for prolonged periods of time, use hands, talk, hear and occasionally walk and reach with hands or arms

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