Job Title: Call Center Team Lead
Location (city, state): Boston, MA (ONSITE)
Industry: Healthcare Call Center
Pay: $26-$30 based on experience
About Our Client: Our client is a third-party call center that manages inbound calls for various local entities, particularly during high volume periods or after hours. They efficiently handle messages and enter notes directly into the system for follow-up.
Job Description: This role involves overseeing a team of call center representatives, ensuring high-quality service, and managing a high volume of inbound calls. The position requires excellent supervisory skills, including employee management, call monitoring, and maintaining operational efficiency.
Key Responsibilities:
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Supervise and manage a team of call center representatives.
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Monitor calls to ensure adherence to protocols and high-quality service.
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Handle 200-300 incoming calls per shift using established protocols.
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Process calls for main listed numbers, paging, dispatch, and answering services.
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Respond to after-hours requests from patients regarding hospital staff.
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Update databases, schedules, and directories.
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Multi-task and navigate multiple screens seamlessly.
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Accurately and promptly handle various emergency calls.
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Manage telephone inquiries for patient information, maintaining confidentiality.
Qualifications:
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Proven experience in managing employees and call center operations.
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Strong call monitoring and supervisory experience.
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Experience with any EMR system is beneficial.
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Previous healthcare-related work experience preferred.
Additional Details:
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Second Shift: Tuesday-Saturday, 2pm-11pm or Sunday-Thursday, 2pm-11pm
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Overtime is occasionally available but not typical.
Perks:
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Supportive environment with many long-term employees.
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Paid garage parking available, but public transportation is best. Parking validation for overnight shifts.
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Business casual dress code.
Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
IND 004-008