Be an early applicantLess than 25 applicants

Company

Chesapeake Urology Associates · 7 hours ago

Patient Relations Team Lead

Owings Mills, MD

Full-time

Remote

Entry, Mid, Senior Level

$22/hr - $24/hr

2+ years exp

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Responsibilities

Lead the team to meet and exceed expectations regarding customer service.

Motivates and supports agents through feedback and communication.

Measures KPIs like inbound calls, call waiting, and call abandonment.

Improves quality of results by recommending changes.

Provide backup support to the team and ensure department goals are met.

Track and measure individual and team goals throughout the day and on a long-term basis.

Act as Supervisor on Duty when both Inbound Team Managers and Supervisors are not present.

Model and coach the preferred way to handle patient calls for Patient Relations Specialists.

Take escalated calls from Patient Relations Specialists and reply to patient complaints both verbally and in writing as needed.

Perform duties of a Patient Relations Specialist, including fielding patient calls.

Monitor and evaluate associates for quality assurance.

Support and conduct inbound quality calibration sessions.

Provide motivational support to team members to maintain high morale and productivity.

Model patient service by supporting staff through listening to front-line team members and providing tips for call improvement.

Provide team support daily.

In conjunction with the manager, ensure team members are updated on all sites, practice, and physician changes.

Serve as a mentor for newly hired specialists in the PAC Inbound department.

Work with management to implement new ideas and policies for process improvement within the company.

Assist in onboarding new employees and support their transition to their new team.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Health Care Call CenterCoachingMedical TerminologyHIPAA ComplianceUrology KnowledgeQuality Assurance SoftwareData Analysis Software

Required

High school diploma or equivalent.

Minimum of 2-3 years of successful performance in a Health Care focused Inbound Call Center.

Experience with coaching, training, and motivating employees.

Strong understanding of Medical Terminology and HIPAA.

Superior interpersonal and problem-solving skills, particularly as they relate to customer and employee relations.

Ability to multi-task in a fast-paced, high-volume environment.

Time management, organizational skills, and attention to detail.

Tech-savvy with knowledge of relevant computer programs and telephone equipment.

Ability to remain calm and respectful under pressure.

Exceptional customer service.

Strong verbal and written communication skills.

Familiarity with quality assurance and data analysis software.

Excellent negotiation and problem-solving skills.

High-speed, reliable internet connection to ensure uninterrupted communication and access to necessary systems and tools.

Quiet and private work environment to maintain the confidentiality of patient information and minimize background noise during calls.

Proficiency in using remote collaboration tools, such as video conferencing software, instant messaging platforms, and customer relationship management systems.

Compliance with all security and privacy policies and protocols, including safeguarding patient information and maintaining HIPAA compliance.