Team Lead - Patient Contact Care

Team Lead - Patient Contact Care

Boston Medical Center (BMC) is more than a hospital. It's a network of support and care that touches the lives of hundreds of thousands of people in need each year. It is the largest and busiest provider of trauma and emergency services in New England. Emphasizing community-based care, BMC is committed to providing consistently excellent and accessible health services to all-and is the largest safety-net hospital in New England. The hospital is also the primary teaching affiliate of the nationally ranked Boston University School of Medicine (BUSM) and a founding partner of Boston HealthNet - an integrated health care delivery systems that includes many community health centers. Join BMC today and help us achieve our Vision 2030 which is a long-term goal to make Boston the healthiest urban population in the world.

Position: Team Lead - Patient Contact Care

Department: Roslindale Ops

Schedule: Full Time

POSITION SUMMARY:

Under general supervision from the Team Coordinator, the Team Lead is responsible for the optimal functioning of the Patient Contact Center by ensuring patient calls are answered and handled efficiently. Additionally, through coaching, training and real-time support, the Team Lead is responsible for ensuring that patients receive world-class customer service and accurate information. The Team Lead is also responsible for maintaining the day to day operations of the Patient Contact Center by providing support to Patient Service Representatives and working closely with the Operations Manager.

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Provides leadership in complying with governmental, accreditation, other regulations/requirements, and with call center policies. Monitors Call Center performance in real-time.
• Functions as a coach/trainer to Patient Service Representatives on technical, operational and policy/procedural issues.
• Communicates information to promote excellence, quality service and cooperation among team members.
• Analyzes Service Rep performance and makes recommendations regarding performance management issues
• Contributes to annual Patient Service Representative Performance evaluation
• Answers patient telephone calls during intervals of peak call volume or as needed
• Provides world class customer service to our patients at all times
• Works cooperatively with team and takes appropriate steps to effectively resolve issues, seeking assistance from supervisor/manager when needed.
• Takes escalated calls from Patient Service Representatives as needed and works to arrive at creative solutions to resolve patient issues.
• Responds to patient inquiries, consulting with call center and clinic leadership as needed.
• Assists call center managers in the completion of our call quality and scheduling accuracy samples.
• Provides real-time Q & A and coaching to Patient Service Representatives while they are taking calls from patients
• Assists in the onboarding of new hires and temporary staff when necessary
• Assists management in the execution and maintenance of our training program both for new hires as well as for seasoned representatives receiving training in a new skill.
• Will conduct new employee training at times.
• Provides real-time Q & A and coaching to Patient Service Representatives conducing outbound call campaigns
• Assists management in the support of Patient Service Representatives working on inbound referral inventory to ensure all turnaround time goals are met.

Req id: 17580