Call Center Team Lead

Job Summary:

The Cayuga Health Call Center is a rapidly changing environment. Originally created to assist the community with COVID related activities, this position will focus on assisting with the day-to-day operations of the Call Center at the direction of the Network Access Manager. The Call Center Team Lead is proficient with our CayugaHealth.org Registration website and navigating Electronic Medical Record (Meditech) to search patient results. Takes on more complex tasks within the day-to-day operations of the Call Center as assigned. Call Center Team Lead must have excellent customer services skills, exceptional phone etiquette, and must be able to learn quickly. Is able to use Microsoft Teams to communicate with other co-workers and answer questions. This is a non-clinical position.

Job Responsibilities include:

• Supervises, organizes, mentors, and coaches Call Center Team Members.
• Responsible for directing and implementing a broad range of customer care activities to resolve complex or sensitive customer complaints and difficult telephone calls.
• Assist with interviewing, hiring and training new employees.
• Assist with quality assurance in monitoring and quality control of employees.
• Identify opportunities for departmental improvement and think creatively to develop and recommend solutions.
• Build and support a high performance culture within the Team, focusing on employee training and development, regular and open communication, individual accountability and recognition; including addressing performance issues/trends immediately.
• Maintain professionalism while answering calls from the community and addressing patient questions. Ability to de-escalate upset patients and justification to properly escalate to Network Access Manager when necessary.
• Ensure internal process/procedures are client focused and efficient.
• Supports Call Center Team Members by answering questions, etc.
• Other tasks and duties as assigned.

Requirements:

Education - Associates Degree in a related field and 6+ months of experience

Experience - Comfortable multi-tasking.

Licensure - None required.

Physical Requirements - Must be able to remain in a stationary position at least 50% of the time.

Cayuga Health System Commitment to Diversity, Equity & Inclusion

Cayuga Health System commits to treat all people with dignity so that everyone who comes to us is safe, cared for, and respected. We will support the growth of our employees and the health of our community by embracing the rich diversity of social and cultural identities, needs, and life circumstances of all people. We strive to recognize and overcome personal biases and systemic policies that marginalize others and contribute to disparities in healthcare access, equitable care, and good health outcomes.