Call Center Customer Service Team Lead - MDVIP LLC

Come join an innovative leader in the healthcare industry.  MDVIP’s Patient Contact Center has an opportunity for a Customer Service Team Lead who will support contact center agents working in various areas within Member Services, using their subject matter expertise to assist in the daily management of inbound service requests from MDVIP members and doctors, escalated calls, and perform in the function of Manager on Duty (MOD), as scheduled.   This is a corporate based role working from the MDVIP office in Boca Raton, FL.

The fully qualified candidate has a minimum of three years of customer service experience in a call center or business/administrative experience, with demonstrated exceptional performance and who consistently exhibits a high-level understanding of MDVIP policies and procedures across each area of the Patient Services organization, including but not limited to Membership, Retention & Collections, and Practice Support. Critical to success is the ability to ensure accurate information is conveyed to internal and external contacts and effectively manage communication with MDVIP affiliated physicians.

MDVIP has consistently been recognized as a Great Place to Work® employer since 2018. (Greatplacetowork.com/certified-company/MDVIP) and was named by Fortune and Great Place to Work® as one of  the 2024 Best Workplaces in Healthcare & Biopharma^™. 

Essential Duties and Responsibilities:

Management Support:

• Supports management in handling escalated calls, agents’ phone teamwork, call flows, and ongoing training opportunities.
• Provides feedback, coaching, and 1:1 discussion to develop agents’ skills and effectiveness.
• Identifies opportunities for process and procedural improvement and makes recommendations to management.
• Acts as a subject matter expert in all aspects of the Member Services or Practice Support teams.
• Performs as Manager on Duty (MOD), specifically for the Member Services Team.
• May serve as timeclock supervisor to monitor attendance of staff according to company and departmental policies. May also assist in the selection process for new hires.

Training Support:

• Facilitates training for new hires and existing employees as assigned by management.
• Supports management to implement policies, procedures, programs including training, goal setting, standards, and benchmarks to evaluate performance and continuously improve processes/procedures.

This job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Education / Experience / Knowledge:

High school diploma or general education degree (GED); An Associate degree is desirable, but not required. Minimum of three years related experience and/or training includes prior customer service in a call center environment, or business / administrative experience.  Demonstrated exceptional performance at MDVIP may account for at least one year of required service.

• Must demonstrate the capability of facilitating a training session to demonstrate knowledge, communication skills, coaching ability, creating accountability, and generating employee engagement. 
• Documented consistency in work performance, including but not limited to work quality, dependability, schedule adherence.

Corporate office role:

As a corporate based role in Boca Raton, FL, employees are expected to work from the corporate office. 

Additional information:

At no time may work be performed, or computer systems accessed, from outside of the U.S.

Individuals hired must be able to perform essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MDVIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Consistent with our mission, purpose, and core values, MDVIP takes the health and safety of its employees very seriously.  With the concern over the spread of the coronavirus or “COVID-19,”and its variants, MDVIP has, and will continue to take reasonable measures to mitigate the potential spread of COVID-19.  Your recruiter will provide more information during the interview process.