Customer Success Lead

Job Summary

The Customer Success Lead serves as the primary point of contact for overseeing daily call center operations, supporting team members, and ensuring exceptional customer service. 

Essential Functions: 

Call Center Representative/Front Desk Associate 

• Answering phone calls and making patient appointments 
• The call center representative may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each call
• Notify management of any customer complaints 
• Document conversations with each customer in our EMR system 
• Processing payments via phone 
• Verify/update patient information when scheduling a new patient or existing patient 
• Check voicemails frequently throughout the day and return patient calls accordingly 
• Conduct research to provide answers for customers to resolve their issues
• Work cross functionally with the practice management team to ensure accurate scheduling.
• Handle difficult situations tactfully 
• Work incoming/ outgoing referrals
• Comply with HIPAA Requirements
• All other duties assigned 

Lead 

• Provide guidance and support to call center representatives
• Assist with onboarding and training new hires. 
• Track, analyze and report on key performance metrics to identify trends and areas for improvement. 
• Identify opportunities to improve processes that enhance the customer experience. 
• Participate in meetings and provide insights for operational improvements. 

Education, Skills, and Experience:

• High School Diploma or equivalent, Bachelor’s degree preferred. 
• 3-5 years of customer experience; medical office experience preferred 
• Experience supervising a small team highly preferred
• Excellent Computer (basic competency, excel, email, etc.) and typing skills required
• Must demonstrate good oral, listening, and written communication skills in English and, if applicable, in Spanish or another second language.
• Ability to multitask, learn and assimilate new information and adapt to practice changes quickly.
• Exceptional organizational skills

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer. 
• Must be able to lift a minimum of 15 pounds at times.