Parkside OB-GYN - Live Answer Team Lead

Division: Parkside OB-GYN

Weekly Hours: Full Time, 40 hrs/week

Supervision Received: Reports to Coordinator, Patient Access

Position Overview:

Organizes the administrative operations and customer service experience for the Live Answer Team, in partnership with the Coordinator, Patient Access. Responsible for day-to-day operations including promotion of teamwork among all Live Answer team members, adherence to applicable policies and procedures and delivery of the overall patient experience. Also required to work as a Communications Representative (amount of phone hours will vary based on need).

Responsibilities:

• Provides over the top customer service to incoming callers
• Provides the direct day-to-day oversight and direction of the Live Answer Team with help of Coordinator, Live Answer. Develops team members’ work schedules, and educates team on all practice policies and procedures, etc.
• Assists team with daily and weekly prioritization of team tasks and projects by encouraging team productivity during down time, daily monitoring of call volume and hold times in queues
• Communicates operational issues and ideas with the Coordinator, Live Answer
• Available to team members regarding general questions and training needs
• Reviews timesheets for team members and prepares them for approval
• Promotes an authentic, transparent work environment within the Live Answer Team
• Serves as on-site point person, communicating with team on behalf of Coordinator, Live Answer as designated
• Ownership of various additional tasks and projects as assigned through Tribe513 Communications

Required Education & Certifications:

• Outstanding Customer Service
• Minimum of 1 year experience working in a physician office setting and/or call center OR other customer advocate field

Physical Requirements:

• Ability to sit at a computer terminal for long periods of time.
• Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for this position.
• Ability to travel up to 10% of the time.
• Ability to lift up to 20 pounds.

Tribe513 is an Equal Opportunity Employer