Call Center Lead

Are you passionate about providing excellent patient care and making a difference in the lives of your community? Northwest Mississippi Regional Medical Center (NWMRMC) is seeking a dedicated and compassionate Call Center Lead to join our growing healthcare team.

The Call Center Lead is responsible for supporting the daily operations of the call center team that handles inbound calls for the OPT Clinics and the Woman’s Clinic. This position serves as the primary point of contact for Call Center Specialists, providing guidance, real-time support, and training to ensure exceptional service and accurate scheduling. The Call Center Lead works closely with management to implement processes, monitor performance metrics, and ensure consistent and efficient patient communication.

About Us:

At Northwest Mississippi Regional Medical Center, we are committed to providing high quality, sustainable healthcare to the citizens of Northwest Mississippi. We believe in a collaborative work environment where each team member plays an integral role in promoting the health and well-being of our patients.

Why Join Us?

• Mission-Driven Work: Support a community-focused healthcare organization dedicated to improving lives.
• Professional Growth: Opportunities for training, development, and career advancement.
• Positive Work Environment: Join a team of passionate professionals in a supportive setting.

Key Responsibilities:

• Serve as the on-shift lead for Call Center Specialists, assisting with scheduling questions, call handling, and patient issues.
• Monitor daily call volumes, hold times, and team performance to ensure service level expectations are met.
• Assist with training new hires and providing ongoing education and coaching for team members.
• Address escalated calls or complex scheduling situations as needed.
• Audit appointment entries and patient interactions for accuracy and adherence to protocols.
• Ensure staff are following clinic policies, scripting, and best practices for customer service and HIPAA compliance.
• Maintain expert-level knowledge of clinic services, provider preferences, appointment types, and Athena (EHR) workflows.
• Communicate any system issues, call trends, or operational concerns to management.
• Help create staffing schedules and provide coverage or support as needed during peak hours or staff absences.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent required; associate degree or some college coursework preferred.
• 2+ years of experience in a healthcare call center or medical office setting.
• Prior experience in a lead or senior role strongly preferred.
• Proficiency in Athenahealth or other electronic health record (EHR) systems.
• Strong understanding of scheduling workflows, insurance basics, and patient service principles.
• Excellent communication, leadership, and problem-solving skills.
• Ability to multitask, stay calm under pressure, and support a team in a fast-paced environment.

What We Offer:

• Competitive salary and benefits package
• Health, Dental, and Vision Insurance
• Company Paid Basic Life/AD&D Insurance & Long-Term Disability Insurance
• Retirement plan options
• Generous personal time off (PTO) pay schedule
• Supportive, friendly work environment with opportunities for professional development and growth
• The opportunity to make a real impact in the lives of our patients

Be a Part of Something Bigger!

At NWMRMC, we believe in our mission to drive meaningful change in the communities we serve. If you're ready to apply your expertise in a role that truly makes a difference, don't wait-take the next step in your career today. We can't wait to welcome you to our team!

Northwest Mississippi Regional Medical Center (NWMRMC) is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.