Regional Contact Center Team Lead

Regional Contact Center Team Lead- AdventHealth Medical Group- North Central

Scheduling

All the benefits and perks you need for you and your family:

• Benefits from Day One
• Paid Days Off from Day One
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support
  
  

Our Promise To You

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind, and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Shift: Day

Schedule: Monday-Friday, 8am -5pm

Location: Fully Remote

The Community You’ll Be Caring For

• Join a team that provides exceptional patient-based care.
• Collaborative teams that work together for a common goal
• Compassionate and supportive leaders ensure work life balance for team members and providers without compromising patient care.
  
  

The Role You’ll Contribute

The Regional Contact Center Team Lead is responsible for planning, controlling, organizing and directing their team members to success in a high-volume contact center to ensure uninterrupted operations and be the first point of contact for call escalation and activities of the physician affiliate office or physician department in conjunction with floor supervisor and manager.

The Value You’ll Bring To The Team

• Become the first point of contact (Tier 2) for all Contact Center team members to assist in call escalations, trouble shooting and other non-managerial topics
• Monitor call queues, agent assignment adheres, work lists, technical issues and engage leadership when issues arise to ensure prompt resolution to the concern
• Covers the Leadership (Tier 3) call queues when leadership is not available
• Is responsible for training and assignment of tasks to contact center staff on their assigned team
• Assists in the development or testing of new processes or procedures
  
  

Minimum Qualifications

The expertise and experiences you’ll need to succeed:

• Minimum of a high school diploma or equivalent required.
• One-year experience in a lead role with or without direct reports in a contact center.
• Drivers' License
• Computer proficiency required-in Word, Excel, Outlook, etc
• Must have knowledge of TJC requirements and local, state, and federal regulations
  
  

Preferred Qualifications

• Associates of Business Administration or healthcare related field preferred.
• Certified Medical Assistant preferred
• SalesForce and Five9 or another CRM and Contact Center software
• Previous medical office experience
  
  

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.