Live Answer Team Lead bei Brio Medical

Description

Position Overview: 

Organizes the administrative operations and customer service experience for the Live Answer Team, in partnership with the Live Answer Coordinator. Responsible for day-to-day operations including promotion of teamwork among all Live Answer team members, adherence to applicable policies and procedures and delivery of the overall patient experience. Also, required to assist with incoming phone calls during peak times (amount of phone hours will vary based on needs of the team), train new team members, and handle other Live Answer workflows as needed, while always role modeling the Brio experience.

Essential Functions:

• Handles incoming and outgoing calls as needed and consistently providing over the top customer service to callers.
• Serves as a practice liaison to address complaints and concerns.
• Demonstrates strong multi-tasking and time management skills, especially during times of high call volume.
• Serves fellow team members as a resource of knowledge and expertise; showing good judgement especially in gray area situations that arise.
• Completes daily administrative tasks including, but not limited to reviewing provider schedules, updating the team manual, and tracking team stats
• Assists team with daily and weekly prioritization of team tasks and projects by encouraging team productivity during down time, daily monitoring of call volume and hold times in queues
• Regularly communicating with the Live Answer and Communication Team Coordinators to provide insight and help maintain consistency.
• Takes the lead role on training new members.
• Promotes an authentic, transparent work environment within the Live Answer Team. 
• Attending and contributing to team meetings and huddles throughout the year.
• When direct coordinator is not in office, the individual in this position is expected to be present in the office to provide support to the department.
• Other duties as assigned.

Requirements

Qualifications:

• Minimum education requirement: High School Diploma or GED. 
• 2-3 years of customer service experience required. 
• Patient communication/medical office experience, preferred.
• Expert computer skills and able to type 40wpm

Physical Requirements:

• Ability to sit at a computer terminal for long periods of time.
• Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for this position.
• Ability to travel up to 10% of the time. 
• Ability to lift up to 20 lbs.