LEAD APPOINTMENT COORDINATOR-TPP WILMINGTON
: Job Details :

Job DescriptionJob Overview: The Call Center Scheduling Team Lead position is responsible for the tactical leadership of Call Center Scheduling staff as they execute the tasks required to deliver an exceptional customer experience throughout the customer continuum. This position provides on the floor leadership through work direction, coaching, mentoring and continual process improvement. Handles escalated patient care issues either through direct personal action or referral to the proper individual/department. Partner on the development of departmental guidelines and training materials in conjunction with the Supervisor and Trainer for the department. Effectively resolves complex customer complaints. Enforces established standards and performance measures. Responsible for meeting goals and objectives for designated teams. Interprets daily workload requirements for the staff and ensures agreed upon follow-up measurement mechanisms. Acts independently to determine methods and procedures within the scheduling framework. Evaluates situations that impact operations and decides the level of support and response required to correct. Ability to clearly communicate with a diverse customer base. This is a working position which relates to 75% of the day working the scheduling lines. Will quarterly tour and work with the center staff to obtain feedback. Works with the call center management mix to ensure favorable outcomes for all patients. Meets weekly with supervisor to discuss performance observations as issues relate to staff and process within the call center. Job Requirements: Associate's Degree or Diploma in Healthcare Equivalent experience accepted in lieu of degree Must be knowledgeable with on-line systems software Any call center customer related organization 2-3 years experience Customer Service Up to 1 year experience Clerical Job Responsibilities: Other job-related information: Working Conditions: Hearing: Conversation - Consistently Hearing: Other Sounds - Frequently Kneeling - Occasionally Lifting 50+ Lbs - Rarely Lifting