Job Description

Job Title: Lead Medical Call Center Representative

Location: Kalamazoo, MI (Onsite)

Salary: $16.66 per hour

Job Summary: We are seeking a dedicated and experienced Lead Medical Call Center Representative to oversee our call center operations. The ideal candidate will ensure the delivery of exceptional customer service to our patients and clients, manage a team of call center representatives, and maintain efficient and effective call center processes.

Key Responsibilities:

• Team Leadership: Supervise, mentor, and support a team of call center representatives to ensure adherence to performance standards and protocols.
• Performance Monitoring: Regularly evaluate team and individual performance, providing constructive feedback and implementing improvement plans as necessary.
• Training and Development: Conduct training sessions for new hires and ongoing development programs for existing staff to enhance their skills and knowledge.
• Operational Oversight: Manage daily call center operations, including scheduling, workflow management, and resource allocation to meet service level agreements.
• Quality Assurance: Ensure all interactions comply with company policies, healthcare regulations, and quality standards.
• Issue Resolution: Handle escalated calls and complex issues, providing resolutions in a timely and professional manner.
• Reporting: Generate and analyze reports on call center metrics, identifying trends and areas for improvement.
• Collaboration: Work closely with other departments to ensure seamless communication and coordination of services.

Qualifications:

• Education: High school diploma or GED required; Associate or Bachelor's degree in healthcare administration, business, or a related field is preferred.
• Experience: Minimum of 2 years of experience in a medical call center environment, with at least 1 year in a supervisory or lead role.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with patients, staff, and management.
• Technical Proficiency: Familiarity with call center software systems, electronic medical records (EMR), and standard office applications.
• Problem-Solving: Strong analytical and problem-solving abilities, with a focus on continuous improvement.
• Customer Service Orientation: Demonstrated commitment to providing exceptional customer service and patient care.
• Organizational Skills: Ability to multitask, prioritize responsibilities, and manage time effectively in a fast-paced environment.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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