Job Description

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

Summary:

Under the direction of the Contact Center Manager, the Team Lead provides day-to-day support for the Contact Center team, acting as a subject matter and technical expert, as appropriate. Demonstrates and models Memorial Healthcare System s core values while delivering an exceptional patient experience to patients, families, and clinicians. As a working team lead, performs a wide variety of patient care activities, including the prompt and accurate handling of appointment scheduling and pre-registration, financial services, addressing patient inquiries, and optimizing patient flow. processes. Assists the Manager in overseeing the daily operations of their assigned departments as a Super User, primary escalation point, preceptor, and performance coach. Leads, coaches, motivates, and retains assigned staff while promoting teamwork on assigned projects to achieve organizational expectations for the project/services. Accountable for the results and performance of the assigned team members as well as the overall team's accomplishments. Serves as a role model in the areas of work ethic, values, leadership, customer service and a genuine concern for patients and the community.

Responsibilities:

Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications, including: telephones, emails, web chats, SMS and faxes. Works across multiple functions and with all levels of the organization. Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications, including: telephones, emails, web chats, SMS and faxes. Works across multiple functions and with all levels of the organization.Provides leadership and manages escalated interactions following established protocols to ensure patient safety and data integrity.Assists with audits and the oversight of EPIC work queues.Provides feedback and coaching real time to each team member in support of their adherence and productivity goals. Provides technical guidance to others on a frequent basis and rounds with employees in the team.Adheres to and ensures compliance with Health Insurance Portability and Accountability Act (HIPAA) at all times to safeguard protected health information.Performs the duties of a Contact Center Agent I/II, including all roles and responsibilities and EMR utilization, as a working Team Lead.Partners with training and development to provide role support and learning experiences for new employees. As a role model and subject matter expert (SME), facilitates training, knowledge transfer and at the elbow support skills.Participates in the interview process for new hires as well as champion s staff training; both Mandatory and Divisional. Oversees on-site training at the unit level.Collaborates with manager to coordinate and supervise division(s); ensure adequate coverage, effective resource management, and completion of projects; and perform other administrative duties.

Competencies:

ACCOUNTABILITY, CUSTOMER SERVICE, EFFECTIVE COMMUNICATION, LEADING BY COACHING, MANAGING PEOPLE, PATIENT AND FAMILY CENTERED CARE, PRODUCTIVE WORK MEETINGS, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR

Education and Certification Requirements:

High School Diploma or Equivalent (Required)

Additional Job Information:

Complexity of Work: This role requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision. Proficiency in handling multiple tasks and systems, while maintaining high-quality standards, is crucial. Must complete and successfully pass the Patient Access Center Onboarding Training Program. Must be able to work in a fast-paced work environment and take appropriate action when required. Proficient in dashboard monitoring and Excel report creation. Possesses strong written and verbal communication skills to complete executive summaries, prepare presentations, and make formal presentations.Required Work Experience: Three (3) years' customer service experience required.Three (3) years of experience in a leadership/supervisory role required. ?Call/contact center service experience preferred. Prior experience in healthcare setting preferred.Other Information: Associate's degree or five (5) years of equivalent leadership experience.

Working Conditions and Physical Requirements:

Bending and Stooping = 0% Climbing = 0% Keyboard Entry = 80% Kneeling = 0% Lifting/Carrying Patients 35 Pounds or Greater = 0% Lifting or Carrying 0 - 25 lbs Non-Patient = 60% Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 0% Lifting or Carrying > 75 lbs Non-Patient = 0% Pushing or Pulling 0 - 25 lbs Non-Patient = 60% Pushing or Pulling 26 - 75 lbs Non-Patient = 0% Pushing or Pulling > 75 lbs Non-Patient = 0% Reaching = 0% Repetitive Movement Foot/Leg = 0% Repetitive Movement Hand/Arm = 80% Running = 0% Sitting = 80% Squatting = 0% Standing = 80% Walking = 80% Audible Speech = 80% Hearing Acuity = 80% Smelling Acuity = 0% Taste Discrimination = 0% Depth Perception = 80% Distinguish Color = 0% Seeing - Far = 80% Seeing - Near = 80% Bio hazardous Waste = 0% Biological Hazards - Respiratory = 0% Biological Hazards - Skin or Ingestion = 0% Blood and/or Bodily Fluids = 0% Communicable Diseases and/or Pathogens = 0% Asbestos = 0% Cytotoxic Chemicals = 0% Dust = 0% Gas/Vapors/Fumes = 0% Hazardous Chemicals = 0% Hazardous Medication = 0% Latex = 0% Computer Monitor = 80% Domestic Animals = 0% Extreme Heat/Cold = 0% Fire Risk = 0% Hazardous Noise = 0% Heating Devices = 0% Hypoxia = 0% Laser/High Intensity Lights = 0% Magnetic Fields = 0% Moving Mechanical Parts = 0% Needles/Sharp Objects = 0% Potential Electric Shock = 0% Potential for Physical Assault = 0% Radiation = 0% Sudden Decompression During Flights = 0% Unprotected Heights = 0% Wet or Slippery Surfaces = 0%

Shift:

Primarily for office workers - not eligible for shift differential

Disclaimer:

This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.



Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process.



Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.



Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, gender identity or expression, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law.



We are proud to offer Veteran's Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.



Employment is subject to post offer, pre-placement assessment, including drug testing.



If you need reasonable accommodation during the application process, please call 954-276-8340 (M-F, 8am-5pm) or email TalentAcquisitionCenter@mhs.net