Lead Call Center Representative Mountain Spring Vascular LLC
Overview
Lead Call Center Representative oversees daily call center operations while supporting scheduling teams. Provides leadership training and ensures excellent customer service across multiple locations. This role drives operational efficiency and optimizes patient access through strategic coordination.
What You'll Do14
- 1Lead daily call center operations by guiding and coaching representatives
- 2Monitor call volume and scheduling accuracy to meet service standards
- 3Answer high-volume calls professionally while managing complex scheduling requests
- 4Schedule and reschedule patient appointments using appropriate visit types and locations
- 5Process referrals and verify insurance documentation before scheduling
- 6Review provider schedules to maximize efficiency and reduce gaps
- 7Communicate appointment details and preparation instructions to patients
- 8Route non-scheduling calls appropriately to maintain positive experiences
- 9Educate referral sources about organizational services
- 10Collaborate with providers to resolve scheduling issues
- 11Maintain accurate patient records in EMR and scheduling systems
- 12Develop and update scheduling workflows and training materials
- 13Train new staff and provide ongoing mentorship
- 14Ensure HIPAA compliance and organizational policy adherence
Requirements8
- 1High school diploma or GED required
- 2Minimum three years of medical scheduling or call center experience
- 3Previous lead or supervisory experience preferred
- 4Strong knowledge of medical terminology and scheduling workflows
- 5Excellent customer service and verbal communication skills
- 6Proficiency with EMR systems such as Prognocis
- 7Experience scheduling specialty or surgical procedures
- 8Bilingual abilities are a plus
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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