CE
Admissions Team Lead responsible for coordinating patient access operations at Cedars - Sinai Medical Center. Ensuring efficient registration processes and team performance within a hybrid work model.
About the role
- Contact Center Coordinator overseeing call center operations and ensuring agent adherence to procedures. Providing hands-on leadership and support for members and team performance.
Responsibilities
- Master managing queues and support employees with call handling.
- Acts as the “in charge” person in the absence of a manager including closing and opening the Contact Center.
- Independently handle supervisory level calls which include difficult/irate members and complex issues.
- Regularly review knowledge base to recommend improvements and changes to assist with improved employee performance.
- Partner with the Contact Center Data Analyst to evaluate the call volume peak times and the appropriate staffing requirements.
- Identify and make recommendations to improve operational efficiency that enhance the member experience.
- Review and analyze data to identify problem areas or member pain points.
- Demonstrate continuous effort to improve operations by working cooperatively and jointly with other departments to provide quality seamless member service.
- Provide direction to team members needing assistance with member issues via chat.
- Is proficient with the specialized contact center software such as Talkdesk, CATS, etc.
- Handle inbound calls during peak times for all skill sets.
- Handle the overflow hotline and escalated issues via email.
- Monitors overflow platform to ensure all escalated tickets have been assigned and closed.
- Provides advanced/expert level technical/trouble shooting support to members for Online Banking, Online Statements, Mobile Banking, Apple Pay, Scheduled & Recurring Transfers, Alerts setup, Mobile Deposit, Zelle, External transfers, Bill Pay along with browser and device specific requirements Oversee the and assist in the research and response to complex member requests.
- Adhere to MCU service standards in dealing with both external members and internal team members.
- Evaluate calls and escalate service variances to Management immediately.
- Respond to Member inquiry escalations providing accurate and complete information expeditiously.
Requirements
- High School Diploma required; some college preferred.
- Minimum of three years call center, customer service and/or telemarketing experience preferred.
- Strong written and verbal communication skills required.
- Sales experience preferred.
- Bilingual is a plus.
- Flexibility to alter work shifts, Saturdays and late night hours.
- Proficient in Microsoft Office.
- Highly ethical.
- Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
- Technologically proficient.
Benefits
- Competitive compensation
- Medical and dental benefits
- 401K with employer match
- Flexible paid time off
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Admissions Team Lead overseeing patient access, registration, and compliance in a specialized clinic setting. Leading team workflow and ensuring high - quality patient service standards in a hybrid role.
Sales Supervisor at Toyota Insurance leading a contact center team to achieve sales and retention targets. Overseeing performance, coaching agents, and ensuring compliance with policies.
Call Center Agent providing assistance to clients regarding (care) aids from ProSenio. Responsible for client inquiries and actively improving internal processes.
Customer Advisor handling Entel Chile inquiries via phone and closing sales for mobile and home products. Involves both remote and onsite work in San Miguel, Peru.
Atención telefónica y ventas de productos móviles y hogar en Entel Chile. Buscamos asesores telefónicos para el equipo de ventas de Entel en Lima.
Call Center Rep at Children's Minnesota responsible for answering calls and providing expert knowledge of services. Requires strong communication skills and customer service experience.
Asesor telefónico de ATC Cross Selling para Entel Chile manejando consultas y ventas. Proporcionando soporte y atención a usuarios de Entel en el área de Magdalena del Mar.
Call Center Sales Representative managing customer interactions via calls, chats, and emails for AT&T. Identifying sales opportunities and resolving customer issues in a fast - paced hybrid environment.
Call Center Representative assisting customers with automotive parts needs at NexaMotion Group. Providing excellent customer service and driving sales in a fast - paced environment.