Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Description
Department: Contact Center
Supervisor Title: Contact Center Manager
Location: Afton, WY
Employment Status: Full-time
Compensation: Minimum $14.24, commensurate with experience and certification.
Benefits: We offer a competitive compensation package that includes:
Summary
As a Contact Center Representative, you support the Star Valley Health mission, vision and values every day. You are responsible for providing exceptional customer service and support to our patients, staff and community. You are often the first contact patients have with Star Valley and you are entrusted with the responsibility of providing a positive first impression to individuals served by Star Valley Health. You are responsible for providing timely, efficient, and customer focused service to patients, visitors, and team members.
Job Duties
- Billing questions
- Available medical services
- Hours of operation
- Locations
Requirements
Abilities & Skills:
- Excellent written and verbal communication skills in English; proficiency in Spanish is a plus.
- Strong customer service orientation with the ability to communicate effectively.
- Familiarity with medical terminology or experience in a medical office is advantageous.
- Proficient in data entry with attention to detail.
- Ability to multitask and prioritize tasks efficiently.
- Work in a team-oriented environment, communicate effectively, and demonstrate sensitivity to patients, visitors, and teammates.
- Demonstrate sound judgment, patience and always maintain a professional demeanor.
- Work in a busy and sometimes hectic environment.
- Creativity, problem analysis and decision making.
- Comply with HIPAA and other federal, state and local regulations as well as maintain the highest degree of confidentiality in patient, visitor and team member matters.
- Computer skills: Microsoft Word, Excel, Outlook, electronic medical records software, contact center software.
- Bilingual proficiency is preferred for effective communication with diverse customers.
Experience & Education
- High school diploma or GED
- Previous hospital or call center experience and knowledge of medical and billing terminology preferred
- General filing, billing, and business office organization experience preferred
- EMR/EHR experience preferred