Lead Call Center Representative

Job Description

SUMMARY:

The Lead Call Center Representative is required to perform all duties of the call center representative, function as the resource person to the call center staff, and will act as the liaison between management and staff. Primarily responsible for the onboarding and mentorship of new call center representatives. In the absence of the Practice Manager, will provide direction, planning and coordination of daily activities. The Lead Call Center Representative is expected to have strong communication, leadership, and problem-solving skills. Will handle escalated customer inquiries and complaints effectively and professionally.

This is a full-time, 40 hours/week position located on-site at our 195 Collyer Street, Providence office.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Consistently applies the Brown Urology values of patient care with priority, dignity, collaboration, integrity, and quality in support of the Brown Urology mission to deliver compassionate, high-quality patient care. Responsible for knowing and acting in accordance with Brown Urology’s Code of Conduct and consistently practices Brown Urology’s Customer Service Standards.

Will supervise and manage daily call center operations and team activities.

Will assist in monitoring and evaluating team performance providing regular feedback and coaching.

Responsible for guiding and motivating a team of call center representatives.

Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolve problems.

Maintain proper record of all interactions with customers in EMR for tracking purposes.

Analyze call center metrics to identify areas for improvement and implement solutions.

Conduct training sessions to enhance team skills and knowledge.

Ensure adherence to company policies, procedures, and customer service standards.

Collaborate with management to develop strategies for improving customer satisfaction and operational effectiveness.

Accurately register patients and schedule appointments following established schedule templates.

Will perform all other duties as assigned to call center representatives.

BASIC KNOWLEDGE:

High school diploma or GED

Proven experience as a Call Center Representative Lead or similar supervisory role preferred.

Customer Service experience required

Medical terminology knowledge

Proficiency in call center software and customer relationship management systems.

Ability to communicate appropriately and effectively.

Ability to represent the organization and serve customers in a professional manner and the ability to establish and maintain effective, professional working relationships with patients, physicians, supervisors and peers.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

Conditions common to a clinical practice environment include potential exposure to communicable diseases, medicinal preparations, and hazardous materials. Work may be stressful at times.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITY:

Yes

Brown Urology requires employees to be vaccinated against COVID as a condition of employment, subject to accommodation for medical exemptions.

We value a diverse, talented workplace and seek colleagues who strive to better understand systemic barriers as it affects patient care and our academic institutions. Brown Urology welcomes nominations and applications from all individuals with varied experiences, perspectives, abilities, identities, and backgrounds to enrich our clinical, research, training and service missions.

8:00AM-5:00PM, Monday-Friday

Full-time