Job description

Call Center Lead

SRM has twelve leading fellowship-trained Infertility and Reproductive Endocrinology specialists with expertise in infertility testing, treatment, male infertility (two on-site urologists), IVF, donor egg, donor sperm, artificial insemination, egg freezing etc. Additional services include acupuncture, counseling, infertility support group, genetics, tubal reversal, vasectomy reversal and fertility assessments for women concerned about reproductive aging. We currently have six locations in: Seattle, Tacoma, Bellevue, Kirkland, Everett and Spokane.

The Call Center Lead is Monday through Friday 8:30am -5:00pm and is in person.

Basic Function: The Call Center Lead is responsible for ensuring that all call center staff are knowledgeable in the range of services that Seattle Reproductive Medicine offers to patients and in facilitating ready access to these services. The Call Center Lead oversees all details of patient services including patient registration, appointment scheduling and call QA, reporting and tracking trends, training, surgery scheduling, incoming referrals and medical records. The Call Center Lead enforces policies and procedures to help ensure consistent and high-quality services to all patients in all Seattle Reproductive locations and to maximize effective relationships among sites to provide a fully integrated patient care and employee experience. The Patient Services Call Center Lead has oversight responsibility for all Call Center staff regardless of location. Responsibilities: (In compliance with the American with Disabilities Act, ADA, this description identifies the essential components of the job required to be performed with or without reasonable accommodations. Requests for reasonable accommodations to facilitate the performance of these essential functions will be given careful consideration.) Lead call center operations including remote team members. Train and coach staff as needed to improve employees' skills as needed to ensure adherence to expected standards. Identify scheduling issues/concerns and recommend appropriate changes to Call Center Supervisor. Ensures that staff are well versed in all aspects of call center operations including full knowledge of the range of services provided to patients, solid understanding of the computer programs required for staff to perform their jobs, and a strong understanding of the insurance and financial requirements of patients. Identify trends, devise strategies, and make recommendations to Call Center Supervisor for departmental improvements. Develop and maintain appropriate standard operating procedures (SOPs) and patient scripts with the Call Center Supervisor. Maintains a strong customer service-oriented environment by acting as a role model in demonstrating excellent interpersonal skills, ensures patient calls are greeted with prompt attention and a caring attitude, treats all individuals, both internal and external with respect, dignity and caring, and supports and enforces customer service standards with all employees. Responsible for the daily coverage including incoming patient phone calls, emails, and faxes. Review daily schedule and ensures all scheduling protocol is being followed. Responsible for triaging all incoming faxes daily and notify the appropriate staff team. Register and schedules patient appointments. Make appropriate scheduling changes, cancellations, rescheduling and confirming appointments. Notifies appropriate staff of changes. Works with Call Center Supervisor to develop new protocol to increase efficiency in the department. Assist various departments with special projects as needed. Maintains 5 Star Customer Service at all times. Other duties as assigned. Education and Position Requirements: • High School Diploma or equivalent combination of education and experience • 1-2 years' experience as a Call Center Representative. Revised: October 2021 Page 2 of 4 • Knowledge of office procedures and office machines (i.e. computer, fax, copier, etc) • Ability to remain calm in stressful situations. • Ability to communicate accurately and concisely. • Excellent interpersonal skills. • Excellent customer service skills.

COVID-19 Vaccine Requirement

In an effort to protect our employees and our patients, we require of all employees to be fully vaccinated against Covid-19. Any candidate seeking employment will be required to be fully vaccinated against COVID-19 and provide proof of your COVID-19 vaccine prior to your start date of employment. If you cannot receive the COVID-19 vaccine because of a qualifying legal reason, you may request an exception to this requirement.

Benefits

· Comprehensive compensation package with bonus potential

· Competitive Medical, Dental, and Vision Plans

· Paid Time Off to enjoy “you” time

· Career development and cross-training opportunities

· 401k Match

Diversity & Inclusivity

At our company, we serve everyone, regardless of gender, sexual orientation, race, ethnicity, or religion. Just as we acknowledge and value the diversity of our patients, we also actively celebrate diversity within our organization. We are an equal opportunity employer, and we are committed to a safe and inclusive work environment for all. We recognize that diversity among our team allows us to not only more effectively serve our patients, but also to advance innovation and opportunity within our field. We encourage qualified applicants of every background, ability, and life experience to apply to our employment opportunities.

Job Type: Full-time

Pay: $21.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Seattle, WA 98109: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: One location

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