Job Information
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