Lead Call Center Operator - Glen Burnie Job at Mercy Medical Center
Overview:
The Lead Phone Operator answers multi-line phone system and accurately and professionally directs and assists callers, schedules appointments and takes accurate and thorough messages for the appropriate provider following office protocols. The Lead Phone Operator also has a supervisory role when the Call Center Supervisor is not able to attend to the immediate needs of any phone operator. Lead Phone Operator is responsible for training new team members, mentoring and coaching under the advisement of the Call Center Manager and or Site Director/Leadership Qualifications:
SPECIFIC REQUIREMENTS
The Lead Phone Operator answers multi-line phone system and accurately and professionally directs and assists callers, schedules appointments and takes accurate and thorough messages for the appropriate provider following office protocols. The Lead Phone Operator also has a supervisory role when the Call Center Supervisor is not able to attend to the immediate needs of any phone operator. Lead Phone Operator is responsible for training new team members, mentoring and coaching under the advisement of the Call Center Manager and or Site Director/Leadership
EDUCATION AND WORK EXPERIENCE
- Education and Work Experience:
- Must possess a high school diploma or GED.
- One year of medical office experience preferred.
- Previous experience in a call center preferred.
- Must be computer literate.
- Must have good organizational skills and the ability to handle multiple tasks and communicate well with personnel, visitors, customer, patients and the general public.
- Must have excellent customer service skills and appropriately respond to all different types of patient needs.
- Knowledge of medical terminology is preferred.
SPECIFIC REQUIREMENTS
- Knowledge, Skills and Abilities:
- Microsoft Word, Power Point, Excel
- Microsoft Outlook
- Meditech (if applicable to position)
- Epic (if applicable to position)
- Performance Manager/NetLearning
- Computer proficiency and technical aptitude with the ability to utilize one or more of the following:
- Must be able to read, write, and speak the English language in an understandable manner.
- Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action.
- Must possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public.
- Must be flexible, have personal integrity, and the ability to function effectively as a team with other employees.
- Must be able to follow written and oral instructions.
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