Call Center Representative Lead
Shasta Community Health Center —Anderson, CA
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- Full-time
- Computer literacy
- English
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- 403(b) matching
8d
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Pape' Machinery, Inc —Redding, CA
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6d
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Department of Veterans Affairs —Shasta County, CA
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SHERATON REDDING HOTEL AT THE SUNDIAL BRIDGE —Redding, CA
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8d
Customer Experience Lead - Full Time
Burlington —Redding, CA
- $17.90 an hour
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4d
Multi-Unit Leader
Sonic Drive-In —Anderson, CA
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AE - Merchandising Team Leader
American Eagle Outfitters —Redding, CA
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Part-Time Sales Lead - Famous Footwear
Famous Footwear —Anderson, CA
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5h
Catering Lead
Panera —Redding, CA
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- $21.00 - $22.50 an hour
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OMS Field Services, LLC —Redding, CA
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7d
Shift Leader $21.50 per hour
McDonald’s —Anderson, CA
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7d
Recreation Leader: Aquatic Center
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Retail Part Time Team Lead
Office Depot —Redding, CA
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15h

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Call Center Representative Lead

Shasta Community Health Center -
Anderson, CA

Apply Now

Job Details

Full-time
$24.00 - $35.10 an hour
8 days ago

Benefits

Paid jury duty
403(b) matching
AD&D insurance
Paid holidays
Disability insurance
Health insurance
Dental insurance
Flexible spending account
Tuition reimbursement
Employee assistance program
Vision insurance
Employee discount
403(b)
Bereavement leave
Life insurance

Qualifications

High school diploma or GED

Full Job Description

Base Pay: $24.00 - $35.10 / hour

JOB SUMMARY:

The primary function of the Call Center Representative Lead is to provide supervision, education, direction, and support to the Call Center Representatives. Specifically responsible for ensuring accurate phone procedures and policies are being followed and carried out by Call Center Representatives while maintaining an excellent level of customer service consistent with the CARE model. This includes also monitoring the call volumes and coaching on call quality. Coordinates Call Center functions and works closely with Patient Services Manager in execution of all these responsibilities.

JOB DUTIES AND RESPONSIBILITIES

Serves as a resource specialist in practice management and EHR systems

Exemplifies the CARE model and holds Call Center Representatives to that same standard

Supervises performance of Call Center Representatives in day-to-day operations of the Call Center and of contracted staff

Orients or supervises orientation of new Call Center Representatives

Serves as Safety lead for department by maintaining communication by radio with security daily and keeping up to date on safety policy and protocol for department

Observes Call Center Representatives in performance of daily tasks and educates as necessary.

Serves as the contact for other department leads and center managers

Oversight of call center representatives in daily work including answering questions and guidance in processes and changes

Oversight of breaks and lunch schedule including making sure breaks are taken and lunch taken within appropriate timing

Assist with weekly phone statistics report Assist with completion of weekly phone call tally reports Oversight of training in the Call Center department including creation of the training schedule and training process in the Call Center

Maintains a high level of expertise in Call Center policies, systems, and processes

Phones

Assist with monitoring call volumes with internal monitoring software

Greets patients in a prompt, courteous, and helpful manner

Answers telephones, handling calls as needed and taking messages when appropriate

Maintains appropriate boundaries concerning medical advice, patient triage and priority of communication to clinicians

refers calls to the triage nurse for all issues outside of routine appointments, refill requests or test result messages

Patient Scheduling

Accurately schedules patients ensuring that schedule reflects appropriate clinician and effective use of clinical hours

Monitors no-shows/cancellations for available slots where walk-ins or add-ons can be placed.

Checks eligibility when scheduling appointments

Tasks individuals with appropriate duties (i.e., Rx refills, lab results, etc.)

Check eligibility when scheduling appointments

Other Duties

Trains staff to be consistent with our mission.

Maintain accuracy of patient demographics and financial information in current system

Perform other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES

Excellent people skills and customer service orientation.

Average proficiency using a computer to accomplish work

High level of skill in maintaining calm, professional, courteous and helpful demeanor in times of stress

Skill in making appropriate decisions to benefit patients and meet SCHC objectives

Ability to prioritize work and complete it on a timely basis with minimal supervision

Ability to deal with change and seek out opportunities to effect change to promote patient care

Ability to read, write, understand, and spell English and medical terminology correctly

EDUCATION & EXPERIENCE

High school diploma or above required

Typing 45+ WPM or higher.

PREFERRED QUALIFICATIONS

Previous supervisory or management experience

Previous experience working in an outpatient clinic or doctor’s office.

BENEFITS

Competitive Wages
Medical Insurance
Dental Insurance
Vision Insurance
403 (b) Retirement Plan with matching employer contribution
Long-term Disability coverage
Accidental Death and Dismemberment
Life Insurance
Flexible Spending Account
Paid Vacation
Paid Holidays
CME with stipend, for those eligible
Employee Assistance Program
Jury Duty Pay
Bereavement Pay
Health Club Membership Discounts
Prescription Discount Program
529 College Savings Plan
Educational Reimbursement
Free Teledoc service for benefit eligible employees

Shasta Community Health Center is an Equal Opportunity Employer

Apply Now

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