CMG Call Center Lead
CoxHealthSpringfield, MO, United Statesjob_description.job_card.30_days_ago
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job_description.job_card.job_descriptionEducation Required : High school diploma or Equivalent Preferred : Bachelor’s Degree Experience Required : 2 years customer service experience and 1 year call center experience or 1 year maintaining an above average score on CMG Call Center Quality Scorecard Preferred : Prior Healthcare scheduling or call center experience Skills Ability to make decisions that are timely and will provide the best possible outcome Strong customer service skills that demonstrate empathy and concern Have professional verbal and written communication skills Ability to work independently and be self-directed to complete quality scheduling in a timely manner Possess excellent time management skills Refer and coordinate services in an effort to deliver integrated health services Proficient using computers, including all Microsoft programs Promote the mission and values of CoxHealth Licensure / Certification / Registration N / A
Summary
- The Lead is responsible for conducting inbound and outbound calls and responding to a variety of patient questions and requests in order to schedule appointments and coordinate messages between patient and clinic. Primary responsibilities include centralized patient scheduling services and phone services for multiple clinics, supporting the CMG Call Center key performance indicators, and other duties ensuring patients can easily access their care provider. As a CMG Call Center Lead, this position is responsible for maintaining knowledge and expertise for a wide variety of clinics to address all calls within the CMG Call Center. Employee ensures a high level of customer service and professionalism and may have responsibilities servicing multiple clinics per shift.
Job Requirements
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Call Center • Springfield, MO, United States