Lockwood, part of Cushman & Wakefield, is hiring a Team Lead, Call Center. You will serve as the initial point of contact for scheduling, messaging, and operational questions from Scheduling Call Center staff. This role acts as a liaison between staff and management to ensure clear communication of issues and protocol changes while continuing to perform the duties of a Centralized Scheduler.
What You'll Do
- Schedule outpatients in accordance with scheduling guidelines, prioritizing according to patient needs.
- Answer phones professionally and respond to patient/customer inquiries and complaints.
- Schedule patients/customers based on scheduling guidelines and medical appropriateness.
- Research required information using accessible resources.
- Route inbound calls to appropriate resources.
- Obtain and collect all necessary information from the patient/customer to schedule appointments.
- Manage communication and coordination between the patient/customer and the providers/clinics.
- Receive and respond to patient and staff needs and complaints appropriately.
- Participate in on-going educational activities to develop, maintain, and enhance professional expertise.
- Serve as the initial point of contact for Centralized Schedulers in the Scheduling Call Center.
- Work closely with Clinic Management to ensure adequate communication between the Scheduling Call Center and the Clinic.
- Perform all duties of a Centralized Scheduler.
- Adhere to established Performance Expectations for WVU Medicine Employees.
- Answer all questions regarding their Pod.
- Oversee training for new employees for their pods.
What We're Looking For
- High school diploma or equivalent.
- Two (2) years of relevant experience.
Technical Stack
- EPIC
Team & Environment
You will act as a liaison between Scheduling Call Center staff and the Supervisor, Patient Access and Manager, Practice Operations. You will report directly to the Supervisor, Call Center and Manager, Patient Access.
Work Mode
This position is onsite.
