Team Lead

• Execute the call center's vision, mission, and objectives
• Meet or exceed departmental KPIs
• Provide ongoing two-way feedback and promote continuous improvement
• Support agents by handling complex accounts and escalated calls
• Maintain communication with agents, supervisors, and managers
• Conduct side-by-side live monitoring with Patient Account Resolution Specialists for up to 90 minutes daily
• Manage PIR and other incident-related cases
• Monitor queue status and call center operations
• Provide management with insights on employee performance and coaching needs
• Improve work processes and procedures
• Create, update, and maintain procedural documentation
• Monitor call center specialists and provide hands-on leadership each shift
• Manage billing office ticklers and contact patients for follow-up
• Assist with inbound and inbound dialer queues during high call volume
• Work rotational weekend, inclement-weather on-call, or after-hours shifts as required

Team Lead jobs in Alabama

Patient Account Resolutions Team Lead