Job description
Summary:
Under the direction of the Contact Center Manager, the Team Lead provides day-to-day support for the Contact Center team, acting as a subject matter and technical expert, as appropriate. Demonstrates and models Memorial Healthcare System s core values while delivering an exceptional patient experience to patients, families, and clinicians. As a working team lead, performs a wide variety of patient care activities, including the prompt and accurate handling of appointment scheduling and pre-registration, financial services, addressing patient inquiries, and optimizing patient flow. processes. Assists the Manager in overseeing the daily operations of their assigned departments as a Super User, primary escalation point, preceptor, and performance coach. Leads, coaches, motivates, and retains assigned staff while promoting teamwork on assigned projects to achieve organizational expectations for the project/services. Accountable for the results and performance of the assigned team members as well as the overall team's accomplishments. Serves as a role model in the areas of work ethic, values, leadership, customer service and a genuine concern for patients and the community.
Under the direction of the Contact Center Manager, the Team Lead provides day-to-day support for the Contact Center team, acting as a subject matter and technical expert, as appropriate. Demonstrates and models Memorial Healthcare System s core values while delivering an exceptional patient experience to patients, families, and clinicians. As a working team lead, performs a wide variety of patient care activities, including the prompt and accurate handling of appointment scheduling and pre-registration, financial services, addressing patient inquiries, and optimizing patient flow. processes. Assists the Manager in overseeing the daily operations of their assigned departments as a Super User, primary escalation point, preceptor, and performance coach. Leads, coaches, motivates, and retains assigned staff while promoting teamwork on assigned projects to achieve organizational expectations for the project/services. Accountable for the results and performance of the assigned team members as well as the overall team's accomplishments. Serves as a role model in the areas of work ethic, values, leadership, customer service and a genuine concern for patients and the community.
Detailed responsibilities:
- Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications, including: telephones, emails, web chats, SMS and faxes. Works across multiple functions and with all levels of the organization.Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications, including: telephones, emails, web chats, SMS and faxes. Works across multiple functions and with all levels of the organization.
- Performs the duties of a Contact Center Agent I/II, including all roles and responsibilities and EMR utilization, as a working Team Lead.
- Provides leadership and manages escalated interactions following established protocols to ensure patient safety and data integrity.
- Partners with training and development to provide role support and learning experiences for new employees. As a role model and subject matter expert (SME), facilitates training, knowledge transfer and at the elbow support skills.
- Provides feedback and coaching real time to each team member in support of their adherence and productivity goals. Provides technical guidance to others on a frequent basis and rounds with employees in the team.
- Collaborates with manager to coordinate and supervise division(s); ensure adequate coverage, effective resource management, and completion of projects; and perform other administrative duties.
- Assists with audits and the oversight of EPIC work queues.
- Participates in the interview process for new hires as well as champion s staff training; both Mandatory and Divisional. Oversees on-site training at the unit level.
- Adheres to and ensures compliance with Health Insurance Portability and Accountability Act (HIPAA) at all times to safeguard protected health information.
Competencies and skills:
Essential:
- STANDARDS OF BEHAVIOR: Acts in a manner that supports the standards of communication, respect, privacy, and teamwork by demonstrating a commitment to professional and ethical conduct.
- CUSTOMER SERVICE: Demonstrates commitment to service excellence by promptly addressing internal/external customer issues/requests, resolving concerns while maintaining a professional image and behavior to build and enhance the patient/family/customer experience.
- ACCOUNTABILITY: Accepts ownership of job roles and specific assignments/goals; works independently, takes responsibility for own actions; admits mistakes and judgment errors; and accepts constructive feedback. Connects personal work results to the accomplishment of team and organizational goals.
- RESPONDING TO CHANGE: Accepts change and adapts in a positive and productive manner; handles unexpected situations and changes in direction calmly and with confidence. Views new assignments and job responsibilities as an opportunity for growth.
- EFFECTIVE COMMUNICATION: Communicates effectively with various audiences using the most appropriate method for the situation.
- LEADING BY COACHING: Knowledge of coaching approaches, tools, and techniques that improve individual performance and foster development.
- MANAGING PEOPLE: Uses HR/Performance Management processes and systems to align individual performance to achieve organizational results.
- PRODUCTIVE WORK MEETINGS: Plans and conducts efficient and productive meetings/work sessions.
- PATIENT AND FAMILY CENTERED CARE: "Provides Patient and Family Centered Care to patients, families, visitors and internal customers"
Education:
Essential:
Essential:
- High School Diploma or Equivalent
Credentials:
Education equivalent experience:
Essential:
- •
Other information:
Required Work Experience: Three years customer service experience required.
Call/contact center service experience preferred. Prior experience in healthcare setting preferred. Two years of experience in a leadership/supervisory role preferred. Bachelor's degree preferred.
Required Work Experience: Three years customer service experience required.
Call/contact center service experience preferred. Prior experience in healthcare setting preferred. Two years of experience in a leadership/supervisory role preferred. Bachelor's degree preferred.
Working conditions:
Essential:
Essential:
- Keyboard Entry 80.00%
- Lifting or Carrying 0 - 25 lbs Non-Patient 60.00%
- Pushing or Pulling 0 - 25 lbs Non-Patient 60.00%
- Repetitive Movement Hand/Arm 80.00%
- Sitting 80.00%
- Standing 80.00%
- Walking 80.00%
- Audible Speech 80.00%
- Hearing Acuity 80.00%
- Depth Perception 80.00%
- Seeing - Far 80.00%
- Seeing - Near 80.00%
- Computer Monitor 80.00%
Organizational Profile:
Memorial Healthcare System, consisting of 6 acute care hospitals, a nursing home, outpatient facilities, home health services and physician practices, provides quality, comprehensive care to the residents of the surrounding communities. We invite you to join one of the nation's leading healthcare systems, recognized for use of advanced technology and clinical informatics.
Memorial Support Services provides a variety of business services to support our facilities. The main offices are located in Miramar with satellite offices located throughout our system.
Memorial Healthcare System, consisting of 6 acute care hospitals, a nursing home, outpatient facilities, home health services and physician practices, provides quality, comprehensive care to the residents of the surrounding communities. We invite you to join one of the nation's leading healthcare systems, recognized for use of advanced technology and clinical informatics.
Memorial Support Services provides a variety of business services to support our facilities. The main offices are located in Miramar with satellite offices located throughout our system.
Disclaimer:
This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.
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