Lead, PCC Operations

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Ensures accuracy of information and quality of delivery to our patients by training new and existing employees and providing continuous support.

This list may not include all the duties that may be assigned.

• Reports individuals’ progress and identifies additional training needs. Trains PCC representatives on systems, policies, and procedures and assists with new hire training in accordance with the contact center training guideline.
• Performs call monitoring to measure skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call. Takes inbound customer calls as needed.
• Escalates issues such as assisting phone agents with difficult calls or providing management with suggestions, statistics, and general data to support process improvement recommendations or as needed.
• Assists with monitoring employee attendance, agent performance, and submitting timecards to payroll.
• Provides feedback and coaches representatives in a manner that is professional and timely.
• Uses knowledge to aid and answer questions to address customer inquiries.

• High Scholl Diploma/GED or equivalent required.
• Experience may be commensurate with education.

• Minimum 1 year in call center and customer service experience required.
• Previous experience in healthcare setting preferred.

• Experience with coaching and mentoring employees
• Knowledge of XPM/EHR and Contact Recorder desired.
• Familiar with automated call distribution, IVR, and skill-based routing systems
• Must have strong verbal, written, and interpersonal communication skills.
• Demonstrates ability to work well in a team environment.
• Attention to detail, accuracy and timeliness are critical.
• General PC knowledge including Microsoft Office, Internet, and Email.

May rotate working in the office and remote/telework.

• Operating Computer
• Manual Dexterity
• Lift/Carry 10 lbs. or less.
• Walking
• Vision
• Sense of sound
• Sense of touch

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to be an accurate reflection of the general nature of level of the job.