What are the responsibilities and job description for the Call Center Lead - Medical Assistant position at Catalyst Physician Group?
COMPANY
At Catalyst Physician Group, primary care is redefined! As a physician-owned and physician-led organization, we are dedicated to transforming healthcare by putting patients at the center of everything we do. Our team of over 90 physicians and 500 employees operates across 19 locations in North Texas, providing personalized, accessible care that helps communities thrive.
At Catalyst, we believe in the power of relationships. Our patient-centric approach ensures that every individual receives comprehensive, connected care at all stages of life. From on-site lab services and telehealth to pediatrics and weight loss programs, we offer a wide range of services to meet diverse healthcare needs.
Join us in our mission to advance health through integrity, honesty, and exceptional patient care. Be a part of a dynamic team that is making a real difference in patient lives across all demographics and health spectrums. Together, we are Catalyst Physician Group - where your career can flourish as you help communities thrive.
JOB SUMMARY
The Lead Patient Care Coordinator at Village Health Partners (now a part of Catalyst Physician Group) will lead and support the call center staff and ensure efficient, patient-centered communication with high-quality patient interactions. We're a purpose-driven organization, passionate about making a positive impact on the lives of our patients and providers. Join us and be part of a rapidly growing team that's truly making a difference!
ROLE AND RESPONSIBILITIES :
- Lead and motivate a team of call center agents, providing coaching, feedback, and performance management
- Monitor and manage performance metrics (call volume, call wait times, patient satisfaction)
- Inbound and outbound patient communications including appointment scheduling, medication refills and reconciliation, follow up coordination, and a wide range of administrative and clinical requests from patients
- Monitor call quality to ensure adherence to company protocols and customer service best practices
- Resolve complex patient concerns and escalate issues to appropriate parties when necessary
- Implement workflow improvements to enhance service quality and operational efficiency
- Track individual and team performance against set goals, identifying areas for improvement, and implementing corrective action
- Provide regular performance reports and feedback to management
- Assist in interviewing and training new call center staff
MINIMUM QUALIFICATIONS AND REQUIREMENTS :
PREFERRED EXPERIENCE :
COMPETITIVE BENEFIT PACKAGE :
