Contact Center Lead (CCL)
San Antonio, TX
Health Care Operations – Contact Center /
Full Time /
On-site
Planned Parenthood South Texas is the region's most trusted name in women's health. Operating 7 health centers, our mission is to provide and protect the information people need to plan their families and their futures. We are seeking dynamic, qualified individuals to join our amazing Planned Parenthood family.
This is a full-time position. Schedule flexibility to work between the hours of 7am – 6pm, Monday – Friday, is required. We offer excellent benefits, including medical, dental, and vision coverage, disability and life insurance, paid holidays, paid time off, a 401(k) retirement plan, and more!
POSITION SUMMARY:
Under the direct supervision of the Contact Center Supervisor (CCS), the Contact Center Lead (CCL) is responsible for providing and ensuring high quality telephone contact and assistance for patients regarding Planned Parenthood(PP) services, test results, payment options, insurances, hours, locations and other inquiries is provided. The focus is on outstanding patient satisfaction while maintaining or exceeding Planned Parenthood productivity and customer service standards. The Contact Center Lead (CCL) will act as a mentor and coach to the Contact Center Agents (CCA) and assist the Contact Center Supervisor (CCS) in leading the team towards achievement of contact center goals.
ESSENTIAL FUNCTIONS:
1. Provides leadership support for staff in the absence of the Contact Center Supervisor.
2. Conducts training for all new hire CCA’s, motivating, monitoring and evaluating Contact Center Agents. Helps with assessing training needs; evaluates staff performance and plans of correction during training. Ensures adequate staff is trained to provide flow facilitation and is responsible for helping to onboard new CCA’s and get them fully trained to take calls.
3. Serves as the first point of contact for escalated patient calls or issues and acts quickly to resolve them satisfactorily. Efficiently helps in guiding CCA's through difficult calls and/or issues, diffusing upset callers or handling issues that cannot be fielded by the CCA.
4. Assists with evaluating calls daily to offer expertise and guidance in achieving optimal call quality and patient satisfaction. Does remote monitoring and provides real time feedback to CCA’s to ensure an exceptional patient experience.
5. Helps lead team meetings and/or huddles, engaging with the CCA’s to better understand the challenges staff is facing in answering calls. Educates and coaches staff regarding processes or practices and explains expectations to CCA’s.
6. Assists with the preparation of reports as requested by the CCS and analyzes contact center data to improve processes, ensuring resources are properly allocated, maximizing efficiency and patient satisfaction. Prepares PowerPoints and Excel based reports to present to upper management.
7. Performs all duties and responsibilities in a professional and customer service-oriented manner in compliance with PP Medical Standards and Guidelines, PP policies and procedures, and State and Federal regulatory requirements. Demonstrates proficiency in use of telephone system and insurance verification processes.
8. Answers phones regularly for multiple sites in a timely, consistent, customer-friendly manner, responding to patient requests and inquiries. Manages flow of high volume of calls daily and prioritizes any required follow-though.
9. Responds to callers’ basic questions and resolves issues using organization resources in accordance with PP protocol. Transfers calls to appropriate staff and / or department as well as take messages as indicated by protocol.
10. Schedules appointments in EHR system according to PP protocol and demonstrates knowledge of PP protocols and services to provide basic assessment for the purpose of scheduling visits.
11. Responsible for the timely verification and authorization of insurance for patients by phone or online.
12. Resolves any issues with coverage and assists CCA's with complex insurance issues. Acta as a subject matter expert for any health insurance inquiries.
13. Clearly documents benefit information in EHR system and communicates this information to health center staff.
14. Provides accurate financial education for patients regarding their estimated cost of services before the patient arrives for their appointment.
15. Instructs patients on all information/documents that are needed to be brought to their appointment. Responds effectively and appropriately to patients with difficult situations that require further attention in accordance with PP protocol.
16. Performs data entry in to the practice management system, for patient demographic information, fee assessment, insurance/pharmacy information and visit information as appropriate.
17. Works as part of medical services team to meet established productivity standards for patient numbers, quality and customer service. Meet productivity standards specific to contact center.
18. Assists in identifying issues and trends and makes recommendations to help improve over all customer service experience.
19. Participates in training sessions, including computer-assisted learning, as required.
20. Keeps current regarding family planning and sexual health care information and the clinical practices and procedures that govern the delivery of health care services there in.
21. Participates in ongoing review and improvement of electronic health records(EHR).
22. As assigned, attends various meetings, in person or virtually.
23. Shadows clinic staff to become proficient in clinic operations and may function as support during periods of short staffing by helping with registration and checking patients in at the clinic.
24. Participates in a minimum of two work projects as directed, work committees, participation in local workshops or conference and shares best practices with the team, providing communication and timely updates.
25. Takes initiative, using advanced critical thinking skills and relying on their own sound judgment to make good business decisions on behalf of the organization with minimal supervision.
26. Displays elevated level of emotional intelligence to lead coaching sessions and meetings tailored to team members specific needs and learning styles as directed.
27. Performs other related duties as assigned.
28. Complies with the House Rules, which are a required part of the Organization’s orientation, training and performance standards.
QUALIFICATIONS:
EDUCATION & EXPERIENCE:
High School diploma or equivalency required. Medical Assistant or Medical Administrative Assistant program graduate preferred. A minimum of 2-3 years’ experience as a Contact Center Agent with appointment scheduling experience, is preferred. Familiarity with women’s reproductive healthcare is highly preferred.
SKILLS & ABILITIES:
- Proven ability to lead and motivate a team towards achievement of established Key Performance Indicators (KPIs).
- Experience with facilitating and conducting training.
- Excellent interpersonal skills.
- Ability to establish and maintain effective, positive and professional relationships with all individuals.
- Excellent communication skills (verbal and written) are required.
- Ability to make independent decisions that show sound, professional judgment.
- Ability to work independently, prioritize, and multi-task.
- Advanced critical thinking skills.
- Ability to coach, motivate and lead a team.
- Fully functional in Microsoft Office (Word, Excel, Outlook, PowerPoint).
- Ability to proficiently utilize and train others in the use of Athena EHR and Dialpad systems.
- Access to reliable transportation with ability to travel within the service delivery area regularly.
- Demonstrate great attention to detail.
- Bilingual in Spanish preferred.
- Excellent punctuality and attendance.
- Sensitive and competent regarding issues of multiculturalism.
- Comfortable with issues of sexual and reproductive health.
- Able and willing to work for an Organization that supports a patient’s right to make personal decisions regarding health care including their right to choose what option is best for them if faced with an unintended pregnancy.
-Demonstrates a strong, personal commitment to the Organization’s position on customer service, internally and externally, for all clients, all services and all departments.
This is a full-time position, with day-time hours. We offer excellent benefits that include: medical, dental, vision, disability and life insurance, paid holidays, paid time off, a 401k retirement plan & more!
Planned Parenthood South Texas is an Equal Opportunity Employer
At Planned Parenthood, our goal is for all individuals to feel a sense of belonging. We strongly embrace diversity and appreciate the differences - the varied perspective, reflection and insight - each individual brings to Planned Parenthood. We are an organization of inclusion - with equity, equality, and respect given to all individuals - regardless of their race, ethnicity/culture, color, national origin, citizenship, language, religion, sex/gender, gender identity or expression, sexual orientation, age, physical characteristics, disability, genetic information, marital or relationship status, pregnancy or pregnancy-related conditions, socioeconomic position, military/veteran status, or any other characteristic protected by law. At Planned Parenthood, we are all In This Together.
Please visit www.ppsouthtexas.org to learn more about the important work we are doing at Planned Parenthood.
