Call Center Lead: Customer Care & Operations

The University of Kansas Health System; United States; On-site; USD 40,000 - 60,000; Full time

Job summary

The University of Kansas Health System is seeking an experienced Call Center Lead to oversee daily operations at Bell Hospital. You will supervise call center representatives, ensure timely responses to referrals, voicemails, emails, and other requests, and maintain accurate documentation in the Call Center system.

You will mentor new hires, coordinate with clinic managers, and act as a backup supervisor when needed.

Qualifications

• High School Graduate or GED; 4+ years of experience in a Call Center or Customer Service role with leadership abilities.
• Associates Degree in communications, business or health care administration preferred.
• Exceptional verbal and written communication skills are required.
• Exceptional computer software skills are required and used in daily tasks.

Responsibilities

• Ensure Call Center Representatives respond promptly to all communication channels and document activities in Call Center software.
• Mentor new hires and act as a resource in the absence of supervision.
• Lead floor operations, manage staffing and provide escalation support as needed.
• Prepare and distribute daily, weekly, and monthly reports on call volumes and referrals.
• Coordinate with Clinic Managers and Schedulers to ensure smooth scheduling and patient flow.

Skills

Leadership abilities

Communication skills

Computer software proficiency

Education

High School Diploma or GED

Associates Degree in communications, business or health care administration

Tools

Call center software

Job description

The University of Kansas Health System is seeking an experienced Call Center Lead to oversee daily operations at Bell Hospital. You will supervise call center representatives, ensure timely responses to referrals, voicemails, emails, and other requests, and maintain accurate documentation in the Call Center system.

You will mentor new hires, coordinate with clinic managers, and act as a backup supervisor when needed.