Call Center Lead - Patient Services

The University of Kansas Health System; Kansas City (KS); On-site; USD 52,000 - 66,000; Full time

Job summary

The University of Kansas Health System is seeking a Call Center Lead to oversee daily operations for a busy hospital contact center in Kansas City. You will guide reps, ensure timely responses, and document interactions across fax, voicemail, email, and referrals using call center software.

Ideal candidates bring 4+ years in a fast-paced call center with leadership, plus strong verbal and written communication skills.

Qualifications

• High School diploma or GED required.
• 4+ years in a fast-paced call center or customer service role with leadership experience.
• Preference for an Associate degree in communications, business or health care administration.
• Excellent verbal and written communication.
• Proficient in standard computer software and call center software.

Responsibilities

• Respond to inquiries via fax, voicemail, email, and referrals and document in Call Center software.
• Provide back-up coverage and support for daily call center tasks.
• Lead and mentor call reps, manage scheduling, and ensure quality customer service.
• Prepare reports on call volumes and referrals.
• Coordinate with clinics and managers for scheduling changes.

Skills

Verbal communication

Written communication

Leadership abilities

Customer service excellence

Computer software proficiency

Education

High School Diploma or GED

Associate degree in communications, business or health care administration

Job description

The University of Kansas Health System is seeking a Call Center Lead to oversee daily operations for a busy hospital contact center in Kansas City. You will guide reps, ensure timely responses, and document interactions across fax, voicemail, email, and referrals using call center software.

Ideal candidates bring 4+ years in a fast-paced call center with leadership, plus strong verbal and written communication skills.