Remote Ophthalmology Call Center Lead

EyeSouth Partners; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k w/ Match

HSA/FSA

Telemedicine

Generous PTO Package

Employee Discounts and Perks

Employee Assistance Program

Group Life/AD&D

Short Term Disability Insurance

Long Term Disability Insurance

Job summary

EyeSouth Partners is seeking a Corporate Lead Call Center Representative to join our growing team in a remote capacity. You will lead a 10-15 person CCR team, train new hires, and align operations with practice leadership to ensure exceptional patient care.

The role emphasizes coaching, KPI management, and cross-functional collaboration to maintain service quality and performance metrics across multiple sites in the EyeSouth network.

Qualifications

• 5+ year of call center leadership experience preferred.
• Ophthalmology experience strongly preferred.
• Certified Patient Service Specialist certification preferred.
• Intermediate computer skills including Microsoft Office.
• Excellent interpersonal skills including the ability to interact effectively and professionally with individuals at all levels; both internal and external.
• Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level.
• Self-motivated with strong organizational skills and superior attention to detail.
• Must be able to manage multiple tasks/projects simultaneously within inflexible time frames.
• Team player that develops strong collaborative working relationships with internal partners and can effectively engage and build consensus among cross-functional teams.
• Strong problem solving and negotiation skills.

Responsibilities

• Lead team of 10-15 Contact Center Representatives (CCRs).
• Provide the Corporate Call Center (CCC) new hires with practice-based training.
• Act as a liaison between Corporate Call Center Manager and Corporate Call Center Reps.
• Work closely with practice leadership to ensure Call Center Reps have the tools to provide exceptional patient care.
• Provide monthly scorecard to practice leadership with the support of Corporate Call Center Manager.
• Ensure cross training for the CCC team to ensure KPIs are met.
• Monitor daily CCC dashboards and call audibles for skill levels to ensure KPIs are met.
• Support Corporate Call Center Manager with staff coaching and professional development of Call Center Reps.
• Lead monthly team meetings and weekly huddles with support of Corporate Call Center Manager.
• Maintain monthly 1 on 1 meetings with direct reports.
• Take inbound calls to support CCRs.
• Provides CCC new hires with orientation and CCC based training.
• Provides onboard training for existing practice staff.
• Ensures both CCC new hires and existing staff have the appropriate IT equipment.
• Provides training to other Contact Center Leads (Train the Trainer).
• Supports Corporate Call Center Lead with IT needs.
• Supports Corporate Call Center Manager with professional development of Leads.

Skills

Interpersonal skills

Microsoft Office

Self-motivated

Strong organizational skills

Team player

Problem solving

Education

Certified Patient Service Specialist certification

Tools

Microsoft Office

Job description

EyeSouth Partners is seeking a Corporate Lead Call Center Representative to join our growing team in a remote capacity. You will lead a 10-15 person CCR team, train new hires, and align operations with practice leadership to ensure exceptional patient care.

The role emphasizes coaching, KPI management, and cross-functional collaboration to maintain service quality and performance metrics across multiple sites in the EyeSouth network.