Team Lead, Contact Center
Medical Faculty Associates, Inc

Arlington, Virginia

This job has expired.

Position Summary

The Contact Center Team Lead's primary responsibility is the optimization of scheduling processes via inbound/outbound call support of George Washington Medical Faculty Associates (MFA) patients for physicians in accordance with core scheduling protocols. The Team Lead will resolve complex or critical scheduling issues and provide first-line support to Contact Center Specialists.

The responsibilities for this role would include but are not limited to validating the efficiency of bump schedule management, performing quality assurance checks of inbound/outbound calls, daily oversight of Follow My Health requests, developing and sustaining effective partnerships with providers, department leaders, Master Schedulers, and team. The Contact Center Specialist III will facilitate staff development in conjunction with Contact Center management.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

  • Proficiency in all aspects of scheduling, including making, canceling, and rescheduling appointments based on appointment guidelines by department.
  • Provide input regarding individual/team performance to Call Center Manager
  • Monitor SLA on a continual basis and communicate to management any significant variances of established metrics and department standards
  • Identify critical issues which would negatively impact service level and resolve them quickly
  • Displays in-depth knowledge of all departments assigned to schedule

  • High school graduate or equivalent required; two years of college is preferred. Knowledge of medical terminology or completion of medical terminology course is desired.
  • A minimum of four years of work experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic, or healthcare call center.
  • Two or more years of Call Center experience is required.
  • Experience utilizing a web-based computerized scheduling system Microsoft Office applications is highly preferred.
  • High-level customer service experience and high-volume contact center experience are desired.
  • Must have a working knowledge of insurance and possess developed problem-solving skills.
  • Typing speed at a minimum of 50 WPM or better is required.

This job has expired.

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