For more than 45 years as a multi-specialty, privately-owned practice, Raleigh Medical Group has realized that there is more to quality health care than state-of-the-art medicine. In today’s complex medical environment, our internists like to keep things simple: we focus and prioritize our patients' needs. We tailor our treatments to provide patients with the finest personalized health care available for each stage of their adult life.
We understand that when our team members are taken care of, so are our patients. Each day we strive to support our team, give them the resources needed to grow, and create an enjoyable work environment. Our organization continues to grow, and so does our team! We are looking for a Call Center Team Lead to join our group.
Does this sound like a fit? Check out the details! The Call Center Team Lead is a working supervisory position and answers triages phone calls and schedules patient appointments. Supervises, leads and coaches Call Center team members to perform with excellence and adhere to policies and procedures.
Works closely with the Business Director to insure the team receives positive reinforcement and motivation.
We Offer Our Valued Employees

• Group Health, Dental, and Vision
• FSA and HSA options
• Generous Paid Time Off (PTO)
• 401(k) Retirement Plan with matching
• Company provided Short-Term and Long-Term Disability
• Company provided Life Insurance
• Competitive Salaries
• Annual Employee Appreciation Events

On An Average Day, You Will

• You will be responsible for supervision of all Call Enter functions in our satellite office including patient relations, scheduling, insurance verification, and answering phones
• Ensures cohesive team work as with back office clinic team, front office team and providers across all locations.
• Timely and effective communication with the Administrator and other personnel of satellite offices that affect clinic operations and improve performance outcomes.
• Ensure our daily call goal/KP (Key Projection indicators are met such as average speed of answer, abandoned call rate.
• Efficiently answer and direct telephone calls and/or take messages when appropriate.
• Return patient calls when appropriate.
• Enter and/or update patient demographics when necessary assuring accuracy and completeness.
• Process and reassign incoming patient requests via the patient portal and website.
• Submit new patient requests to the appropriate physician(s) via EHR.
• Verify insurance eligibility via the PM system at the time of same day appointment scheduling.
• Process appointment cancellation line information.
• Attend departmental and practice/team meetings.
• Participate in interdisciplinary customer service training.
• Operate as part of a patient centered care team; interfaces with the clinical team to provide coordinated patient care.
• Additional duties may be assigned as needed.

To Qualify For This Job You Must Have

• Two or more years of experience in a medical office setting is preferred
• Previous supervision in as a medical team lead or call center lead is preferred
• Experience using an EHR system is highly preferred

We’d Also Love It If You Have

• Use of office equipment including phone, scanner, computer, fax machine and photocopier.
• Medical terminology.
• Customer service concepts and techniques.
• Time management, problem solving, multitasking, and prioritizing.
• Understanding and following written and oral instruction.
• Highly effective communication skills are required in this position and the ability to disseminate information in a timely manner.
• Speak clearly and concisely in person and on the phone.
• Maintain confidentiality of sensitive information.
• Report to work at the scheduled time and seldom be absent from work.
• Be depended upon to complete work in a timely, accurate, and thorough manner.
• Communicate effectively both verbally and in writing with patients and other individuals

Physical Requirements And Work Environment

• Sitting for approximately 90% percent of the day.
• Periods of walking, standing, bending, lifting, and reaching.
• Visual Acuity.
• Fine Motor Skills.

EEO StatementRaleigh Medical Group is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans status, status as a disabled individual, or any other protected group status or non-job characteristic as directed by law.