Communication Team Lead

Position Overview: 

Responsible for day-to-day operations including promotion of teamwork among all department team members, adherence to applicable policies and procedures and delivery of the overall patient experience, in partnership with the Live Answer and Communication Team Coordinators as well as the Calls Team, Team Lead. Serves as the lead trainer for all Live Answer department new hires, assists with resolving patient complaints, and handles incoming phone calls and chats during peak times (amount of phone and chat hours will vary based on needs of the team), along with other tasks as needed.  

Essential Functions:

• Skillfully answer incoming calls, chats and web messages for all Brio Primary Care locations.  
• Efficiently multi-task, especially in times of high call volume. 
• Serve fellow team members as a resource of knowledge and expertise; showing good judgement especially in gray area situations that arise.  
• Complete daily administrative tasks including but not limited to reviewing provider schedules, rescheduling appointments, assisting with outgoing call campaigns, and updating team stat reports 
• Serve as a practice liaison to address complaints and concerns. 
• Regularly communicate with the Live Answer and Communication Team Coordinators to provide insight and help maintain consistency.   
• Attend and contribute to team meetings and huddles throughout the year. 
• When direct coordinator is not in office, the individual in this position is expected to be present in the office to provide support to the department.
• Other duties as assigned.  

Qualifications:

• 2-3 years of customer service experience required. 
• Patient communication/medical office experience, preferred.
• High School Diploma or GED. 
• Expert computer skills and able to type 50 wpm. 

Work Environment and Physical Demands:

• 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 lbs.