Parkside OB-GYN - Live Answer Team Lead

Tribe513; South Carolina; On-site; USD 35,000 - 52,000; Full time

Job summary

Tribe513 is seeking an experienced Communications Representative to support the Live Answer Team and patient experience in our Parkside OB-GYN division.

The role blends front-line customer service leadership with on-site supervision, policy adherence, and cross-functional collaboration with the Coordinator, Patient Access. The position is full-time, on-site, with travel up to 10% and light lifting requirements.

Qualifications

• Minimum 1 year experience in a physician office setting and/or call center or other customer advocate field.
• Outstanding customer service required.

Responsibilities

• Provides over the top customer service to incoming callers.
• Oversees the Live Answer Team daily with support from the Coordinator, Live Answer; develops schedules and educates on policy.
• Assists team with daily/weekly prioritization and monitors call volume and hold times.
• Communicates operational issues and ideas with the Coordinator, Live Answer.
• Available to team members for questions and training needs.
• Reviews timesheets and prepares them for approval.
• Promotes an authentic, transparent work environment within the Live Answer Team.
• Serves as on-site point person, coordinating with the Coordinator, Live Answer.
• Handles additional tasks and projects as assigned.

Skills

Customer service

Education

Physician office/call center experience

Job description

Division: Parkside OB-GYN

Weekly Hours

Full Time, 40 hrs/week

Supervision Received

Reports to Coordinator, Patient Access

Position Overview

Organizes the administrative operations and customer service experience for the Live Answer Team, in partnership with the Coordinator, Patient Access. Responsible for day-to-day operations including promotion of teamwork among all Live Answer team members, adherence to applicable policies and procedures and delivery of the overall patient experience. Also required to work as a Communications Representative (amount of phone hours will vary based on need).

Responsibilities

1. Provides over the top customer service to incoming callers
2. Provides the direct day-to-day oversight and direction of the Live Answer Team with help of Coordinator, Live Answer. Develops team members’ work schedules, and educates team on all practice policies and procedures, etc.
3. Assists team with daily and weekly prioritization of team tasks and projects by encouraging team productivity during down time, daily monitoring of call volume and hold times in queues
4. Communicates operational issues and ideas with the Coordinator, Live Answer
5. Available to team members regarding general questions and training needs
6. Reviews timesheets for team members and prepares them for approval
7. Promotes an authentic, transparent work environment within the Live Answer Team
8. Serves as on-site point person, communicating with team on behalf of Coordinator, Live Answer as designated
9. Ownership of various additional tasks and projects as assigned through Tribe513 Communications

Required Education & Certifications

• Outstanding Customer Service
• Minimum of 1 year experience working in a physician office setting and/or call center OR other customer advocate field

Physical Requirements

• Ability to sit at a computer terminal for long periods of time.
• Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for this position.
• Ability to travel up to 10% of the time.
• Ability to lift up to 20 pounds.

Tribe513 is an Equal Opportunity Employer