Under the supervision of the Call Center Management, the Call Center Lead primarily oversees, provides leadership and training for all Call Center staff. Duties include receiving and routing calls according to departmental protocols, completing EPIC Cadence registration, scheduling appointments and procedures, updates and oversees standard work for call center agents and other advanced administrative duties such as templates, right fax, eligibility, insurances, coaching, etc.

The Call Center Lead has oversight for other Call Center Specialists in the Center for Transplantation and will participate in Quality Assurance functions for the department. Creates the schedule for Call Center Specialists and is able to cover call center duties when needed. Partners with Call Center Management to handle call outs. Serves as a resource and liaison between the Transplant Call Center and Center for Transplantation Leadership and team members. Serves as first line of escalation for patient complaints. Responsible for customer service, registration, appointment scheduling and insurance verification.

The Call Center Lead will also answer multi- line incoming customer calls, receiving and routing calls, completing online registration, scheduling appointments and securing authorization for scheduled services. Navigate patient EMR to gain and input information. Job standards are to be performed at the EXPERT level. Other duties assigned as needed.

• Four (4) years of related call center and front desk experience in a large complex healthcare setting.
• Previous experience in a lead or supervisory role.
• Experience with patient registration.
• Experience working with call center protocols.
• Knowledge of third-party payors including federal, state and private health plans.
• Experience updating registration.
• Possess problem solving ability by using good judgment and applying these skills to assist customers and ensure customer expectations are met.
• Demonstrated computer skills and be able to work between multiple systems during calls.
• Must have excellent customer service and communication skills with the ability to communicate clearly both verbally and in writing.
• Be a self-starter who is accountable and requires minimal direction and supervision; a person who is open to new ideas; and a creative and flexible individual who is comfortable working in a large, complex organization.
• Possess the personal characteristics of professionalism, credibility, commitment to high standards, innovation, discriminating judgment and accountability.

• Bachelor's Degree in an applicable field.
• Working knowledge of Epic/Cadence.
• Working knowledge of Cisco/Finesse telephone systems
• Experience navigating/understanding tableau reporting.
• Experience with Calabrio Quality Monitoring.

• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.