Regional Contact Center Team Lead FT Days at AdventHealth

Date Posted: 12/31/2020

Job Snapshot

  • Job Schedule
  • Date Posted:
  • Job ID:
  • Job Family
    Physician Services
  • Travel
    Yes, 25 % of the Time
  • Shift
    1 - Day

Job 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

  • Career Advancement
  • Tuition Reimbursement
  • Competitive Salary
  • 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
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.
  • Driver's License
  • 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
Job Summary:
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.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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