Lead Call Center Representative - Atlanta, United States - SENTA Partners

Description

• Oversee daily operations of the call center, ensuring efficiency and patient satisfaction.
• Leads a team of call center representatives, providing training, coaching, and performance evaluations.
• Monitor call traffic and manage staff scheduling to ensure adequate coverage at all times.
• Handle complex patient inquiries and resolve issues that escalate beyond the initial point of contact.
• Collaborate with other departments to streamline appointment scheduling, patient follow-ups, and information dissemination.
• Implement and uphold call center protocols and procedures in alignment with practice standards.
• Analyze call center metrics and compile reports on performance, suggesting improvements as needed.
• Ensure compliance with HIPAA and other healthcare industry regulations regarding patient information.
• Process external referrals for specialty care in a proper timeline.
• Drive initiatives to improve patient satisfaction and operational efficiency.

• Prior experience in a healthcare setting is highly desirable.
• Strong leadership and people management skills.
• Excellent verbal and written communication abilities.
• Proficient with call center technology and healthcare management software.
• Knowledge of medical terminology and understanding of healthcare operations.
• Ability to analyze data, understand trends and develop strategies to improve service.
• Bilingual (Spanish) preferred