Lead Customer Service Representative

POSITION SUMMARY

The Lead Contact Center Representative monitors the day-to-day operations of the contact center to ensure a high level of productivity and efficient operations. The Lead Contact Center Representative is responsible for leading, motivating and supporting the team.

KC CARE CULTURE CODE

KC CARE follows a culture code in all we do. Our code determines how we work, treat each other, and move health equity forward. As an employee of KC CARE, you will:

• Put patients first, always
• Treat all people with dignity, respect, and kindness
• Create safe places for others to share their voice; encourage creativity
• Always strive for improvement; keep learning
• Own your work, action, and mistakes – no one is perfect
• Have fun – work should be fun and we want you to have fun at KC CARE

KC CARE CULTURE VALUES

Exceptional Service: We value exceptional service in providing unconditional whole-person care to everyone with the promise of a personalized and affirming experience for patients. We promise to treat internal and external partners with dignity, respect, and kindness to facilitate the opportunity for all to succeed.

Inclusion and Belonging: We value diversity, equity, inclusion, and belonging by focusing on differences that promote creativity and acceptance across the organization. We promise to create a safe environment for individuality to flourish.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides friendly, helpful, customer service to patients.
• Answers the telephone, screens and directs incoming calls and messages to the appropriate party (scheduler, clinical staff, etc.).
• Registers new patients in the electronic health record and ensures all required information and forms are complete. 
• Assists in hiring, training, and onboarding new contact center representatives.
• Provides daily support to team by monitoring the team chat and answering team questions.
• Monitors employee performance and productivity.
• Takes escalated calls and ensures resolution to the patients' inquiries or complaints.
• Ensures the team is informed of new or updated policies and procedures.
• Identifies opportunities to update and improve department processes and makes recommendations to their manager.
• Assists in ensuring provider schedules are updated to reflect correct status.
• Serves as the point of contact for scheduling errors or concerns.
• Manages contact center issues with phone system and electronic health record.
• Audits contact center representative calls and provides coaching feedback.
• Checks voicemail and returns patient calls.

MINIMUM REQUIREMENTS

• Associate’s degree or some college coursework completion from an accredited college or university.
• At least two years experience as a customer service representative.
• Leadership or supervisory experience.

PREFERRED REQUIREMENTS

• Bilingual in Spanish.
• Healthcare administration experience.
• Two or more years experience in a high-volume in-bound call center or equivalent.

WORKING CONDITIONS AND DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions

General working conditions are in a healthcare facility. As such, there is a potential exposure to virus, disease, and infection from patients while performing the duties of this job. May experience traumatic situations including psychiatric traumatized and deceased patients. Travel may be expected to community meetings, client homes, or other agencies.

Physical Demands

While performing duties of this job, employees are regularly required to set, walk, and stand; talk and hear; both in person and by telephone; use hands repetitively to finger, handle, feel, or operate standard office or clinical equipment; reach with hands and arms; and occasionally lift up to 20 pounds.

Mental Demands

While performing the duties of this job, employees are regularly required to use written and oral communication skills; read, analyze, and interpret data, information and documents; analyze and solve non-routine and complex problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with others outside of their department.

Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments, and location may be changed at any time, as required by business necessity.