Description Regional Contact Center Team Lead Central Scheduling FT Days: AdventHealth Medical Group East FL
Location Address: Palm Coast, FL
Top Reasons To Work At AdventHealth Medical Group East FL
Great team of co-workers that feel like family
The opportunity to Extend the Healing Ministry of Christ
Work Hours/Shift: Full Time, Monday-Friday.
You Will Be Responsible For:
Become the first point of contact (Tier 2) for all Contact Center team members to assist in call escalations, trouble shooting and other non-managerial topics
Monitor call queues, agent assignment adheres, work lists, technical issues and engage leadership when issues arise to ensure prompt resolution to the concern
Covers the Leadership (Tier 3) call queues when leadership is not available
Is responsible for training and assignment of tasks to contact center staff on their assigned team
Assists in the development or testing of new processes or procedures
Ability to work any task, process or call queue within the contact center including any front-line role
Provides input to leadership on all new hires during the 90-day probationary period and all remedial training along with any concerns related to quality, or quantity performance
Demonstrates ability to provide guidance, insight and troubleshooting to ensure policies and procedures within contact center are followed
Maintains medical records in compliance with Florida Hospital Memorial Medical Center, HealthCare Partners, TJC and HIPAA requirements with respect to patient confidentiality, security and completeness
Acts as practice liaison for practices, contact center staff and other business partners
Provides reports and statistics as requested by management
Performs other duties and tasks as assigned by leadership
Ability to work in-office in Palm Coast, travel to Ormond Beach (when necessary) and work remotely from home when required
Qualifications What You Will Need:
Minimum of a high school diploma or equivalent required.
One-year experience in a lead role with or without direct reports in a contact center.
Associates of Business Administration or healthcare related field preferred.
Certified Medical Assistant preferred
SalesForce and Five9 or another CRM and Contact Center software preferred
Previous medical office experience preferred
The Regional Contact Center Team Lead is responsible for planning, controlling, organizing and directing their team members to success in a high-volume contact center to ensure uninterrupted operations and be the first point of contact for call escalation and activities of the physician affiliate office or physician department in conjunction with floor supervisor and manager.
AdventHealth Greater Orlando (formerly Florida Hospital) is one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.