Lead Call Center Patient Service Rep bei Vibrant Health

SUMMARY OF POSITION

The Lead Call Center Patient Service Representative provides day-to-day leadership to the call center team, supports operational workflows, and ensures the delivery of high-quality customer service.  This position serves as a key resource for call center agents, helping to resolve issues, implementing process improvements, and acting as a liaison with management.

ESSENTIAL JOB RESULTS

• Providing coaching, instruction, and daily support to call center team members to ensure optimal performance and professional development.
• Monitoring call quality, performance metrics, and compliance standards; providing regular feedback and performance evaluations to Patient Service Representatives.
• Coordinating scheduling, time off requests, and ensuring adequate staffing for call center operations.
• Responding to escalated customer inquiries and resolving complex issues, always striving for positive customer experiences.
• Assisting with call center volume and voicemails daily.
• Collaborating with management to implement new procedures and participating in workflow design and continuous improvement efforts.
• Overseeing daily operations, ensuring adherence to organizational standards, policies, and procedures.
• Facilitating training for new agents, offering ongoing support, and updating the team on process changes or system enhancements.
• Serving as a liaison between call center agents and management; communicating operational updates and strategies clearly.
• Analyzing trends in call volume and recommending process improvements to help achieve operational goals.
• Preparing and presenting reports on call center metrics and team performance to management as needed.

• Carrying out Vibrant Health’s mission: We provide access for all to integrated and high-quality care that fosters health beyond our walls.
• Accepting and using supervision, direction and consultation to maximize available resources in the completion of work duties.
• Additional responsibilities may be assigned as needed to maintain and improve effective functioning of the department and to advance the mission of the organization.
• All job responsibilities will be carried out under the direction of the organization’s policies and procedures.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• High School diploma or equivalent.  
• 2+ years of call center experience.
• Strong interpersonal and communication skills; ability to motivate and guide team members.
• Proficient in call center software, CRM systems, and Microsoft Office Suite.
• Strong problem-solving skills; ability to resolve escalated issues with empathy and professionalism.
• Excellent organization, multitasking, and time management abilities.
• Flexible for changes in shift or scheduling to meet business needs.

Individual must:

1. Focus on collaboration and be willing to adapt to new technology, processes, procedures and environment.
2. Be able to monitor performance of others and give feedback and training as needed.
3. Remain calm and clear-headed during times of conflict to identify appropriate solutions.
4. Work cohesively with the Operations Manager to develop the PSR team.
5. Be proactive, forward thinking and creative for continuous process improvement.
6. Possess interpersonal skills and develop rapport with patients and their families, community and other health care personnel.
7. Exhibit a professional and respectful demeanor.
8. Work successfully independently and within a team.
9. Be able to manage patient records, schedule appointments and prioritize tasks effectively.
10. Demonstrate excellent customer service, helpfulness, and a positive attitude.
11. Possess both verbal and written communication skills.
12. Possess superior organizational skills, attention to detail and the ability to multi-task and meet deadlines.
13. Maintain confidentiality, discretion and confidential records.
14. Reliably and timely respond to phone and email correspondence.
15. Be self-motivated, assertive and proactive in driving tasks to completion with minimal supervision.
16. Display proficiency in use of personal computers and Microsoft Office (Outlook, Word and Excel).
17. Have strong oral and written communications skills.
18. Demonstrate the ability to recognize, understand, and appreciate the value of cultural diversity and communicate medical information in plain language.
19. Demonstrate social and cultural sensitivity appropriate to ethnically and economically diverse patients and staff.
20. Hold current drivers’ license and reliable transportation.
21. Travel to all parts of the facility and throughout the community if needed.

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

• Relevant Associate’s or Bachelor's degree.
• Demonstrated leadership responsibilities.
• Bilingual fluency in written and oral English/Spanish.  

SUPERVISORY RESPONSIBILITY

Americans with Disability Specifications

Physical 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.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk and hear.  The employee must frequently lift and/or move materials that may weigh up to 40 pounds.

Work Environment

Work environment characteristics 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.

• Must have manual dexterity and experience to perform handwritten paperwork, recordkeeping, and filing. 
• Prolonged sitting, standing, or walking may be required. 
• Frequent bending/stooping, squatting, reaching above the shoulders, twisting and turning, kneeling, and pushing/pulling may be required. 
• Employment is contingent upon successful clearance from Criminal, Kansas and Missouri Child/Elder Abuse and Neglect, Sex Offender background investigations, TB testing, pre-employment drug testing, and verification of Hepatitis-B, flu and COVID-19 immunizations.
• Occasional evening and weekend availability are required.

Trauma Informed Care

At Vibrant Health, we understand that many, if not most, people have experienced trauma in their lives. We have made a commitment to trauma informed care and support and educate team members continued development of understanding of how trauma affects individuals and coping strategies. We expect employees to incorporate their understanding about trauma into interactions with our patients and families, clinic visitors, and with each other.

Commitment to Diversity

We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans.