Contact Center Associate 2 (H)

Contact Center Associate 3 serves as Team Lead providing assistance to staff level employees, ensuring compliance with policies, delivering courteous service to patients, and managing appointment scheduling using EPIC system. The role supports the medical school's mission and involves leadership, quality assurance, and team support.

Location: Remote

Responsibilities

• Serves as team lead and/or subject matter expert in support of the Manager and Supervisor.
• Acts as the first point of escalation process for agents as well as customers; handling complaints, questions and queries as necessary.
• Ensures that team members follow their schedules properly as designed. Assists team supervisor with the direction of daily duties and communication so that calls are answered in a timely, efficient and knowledgeable manner.
• Monitors agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling.
• Ensures a safe and harmonious working environment for all other team members and delegate duties to all team members as needed.
• Contributes to special or ongoing projects and assignments that are important to area/process improvement.
• Provides support across all services within their assigned team.
• Delivers a high level of patient service, with consistent levels of quality and productivity.
• Supports their team by serving as subject matter expert in support of their peers.

Requirements

• High School diploma or equivalent
• Minimum 3 years of relevant experience
• General knowledge of office procedures and operations
• Ability to communicate effectively in both oral and written form
• Ability to handle difficult and stressful situations with professional composure
• Ability to maintain effective interpersonal relationships
• Ability to recognize, analyze, and solve a variety of problems
• Ability to lead, motivate, develop and train others
• Ability to process and handle confidential information with discretion
• Skill in completing assignments accurately and with attention to detail

Benefits

• Competitive salaries
• Comprehensive benefits package including medical, dental, tuition remission and more