SCHEDULER LEAD - BMG CALL CENTER

Why Beebe?:

Become part of the Beebe team - an inclusive team positioned in a vibrant, coastal community. Enjoy a fulfilling career as you support the health of our patients and a team focused on excellence.

Overview:

The PARC Lead – Call Center is a vital leadership role within our healthcare call center, responsible for supporting both staff and clients while ensuring high-quality, compliant, and patient-focused service. This position oversees a team of call center agents, manages escalated issues, contributes to continuous improvement initiatives, and ensures adherence to healthcare regulations such as HIPAA.

Responsibilities:

Team Leadership

• Supervise, coach, and motivate call center agents to meet performance and service goals.
• Conduct regular performance evaluations and address performance or behavioral issues.
• Foster a positive and collaborative work environment focused on professional growth and accountability.

Client Support

• Serve as the primary liaison between the call center and clients (patients, providers, external partners).
• Address client concerns promptly and ensure a high level of satisfaction and service consistency.

Quality Assurance

• Monitor call quality and documentation for compliance with HIPAA and internal protocols.
• Implement and oversee quality control processes and recommend corrective actions as needed.

Process Improvement

• Collaborate with leadership to develop and refine policies, procedures, and workflows.
• Identify operational inefficiencies and recommend enhancements to improve patient and staff experience.

  Issue Resolution

• Handle escalated and complex customer service complaints, ensuring timely and professional resolution. Document and analyze recurring issues to inform training or process updates.

Training and Development

• Support onboarding and ongoing training for new and existing staff.
• Ensure team members remain up-to-date on system changes, regulatory updates, and best practices.

Reporting and Analysis

• Track and analyze call center performance metrics (e.g., call volume, resolution time, patient satisfaction).
• Provide regular reports to management and offer insights for operational improvement.

Additional Responsibilities (as applicable):

• Medical Information: Provide basic, non-clinical medical information to patients or providers in accordance with regulations.
• Adverse Event Reporting: Accurately record and escalate adverse events and product quality complaints following established protocols.

Project Management: Lead or support key call center initiatives and coordinate cross-functional collaboration.

Qualifications:

·Strong Communication Skills: Excellent verbal and written communication for interacting with staff, patients, and stakeholders.

·Interpersonal Skills: Ability to foster positive relationships with team members and clients.

·Problem-Solving: Capable of identifying root causes and implementing effective solutions quickly.

·Technical Proficiency: Proficient in call center platforms, CRM systems, EHRs, and other healthcare software tools.

·Healthcare Knowledge: Familiarity with medical terminology, patient access procedures, and HIPAA regulations.

·Leadership & Management Experience: Proven experience in team leadership, staff development, and performance management.

Credentials:

· 3+ years of experience in a healthcare call center or similar environment.

· 1+ years in a supervisory, leadership or management role is strongly preferred

Education:

· High School Diploma, GED, or an associate degree preferred (or equivalent experience).

Entry: USD $17.25/Hr. Max: USD $26.74/Hr.