Call Center Team Lead

Overview

At American Vision Partners (AVP), we partner with the most respected ophthalmology practices in the country and integrate best-in-class management systems, operational infrastructure, and advanced technology to provide the highest quality patient care possible. Our practices include Barnet Dulaney Perkins Eye Center, Southwestern Eye Center, Retinal Consultants of Arizona, M&M Eye Institute, Abrams Eye Institute, Southwest Eye Institute, Aiello Eye Institute, Moretsky Cassidy Vision Correction, Wellish Vision Institute, West Texas Eye Associates and Vantage Eye Center.

We are focused on building the nation’s largest and most comprehensive eye care practices and currently operate more than 100 eye care centers in Arizona, New Mexico, Nevada, California and Texas – including 25 ambulatory surgical centers.

At AVP we value teamwork, providing exceptional experiences, continuous improvement, financial strength, and hard work. We are committed to providing best-in-class patient care, pioneering research and technology, and most importantly, rewarding and recognizing our employees!

Overview:
As a Call Center Team Lead, you’ll be actively engaged with our Scheduling Specialist team, helping to train and coach Scheduling Specialists to hit goals and set expectations. A Call Center Team Lead guides Scheduling Specialists toward assisting patients with scheduling appointments and aims to create memorable experiences for patients, providers, and team members. A patient-first approach is key to success for this role.

• In a call center environment, coach, train and assist all employees and departments within AVP.
• Maintain professional communication etiquette while assisting with daily call center needs.
• Achieve minimum goals based on monthly metrics and identify coaching opportunities (incentive eligible).
• Collaborate with the call center management team to provide timely reporting to support performance goals.
• Be focused and open to learning new skills to take on various roles as needed, including cross-training in ALL brands and outbound campaigns.
• Provide inbound and/or outbound agent back-up and be willing to take calls as needed by Management or business need.

• High School diploma or equivalent.
• Past management or leadership roles are a plus. Training and/or teaching experience is helpful but not required.
• Ability to navigate custom computer software and internal systems with high proficiency.
• Detail oriented, reliable, able to multitask and be a team player.
• Excellent verbal and written communication skills; ability to engage and train coworkers effectively.
• Ability to maintain a high level of confidentiality (HIPAA guidelines and regulations) and professionalism.
• Internal Applicants - Must not be on any active Written or Final Warnings to apply.
• Must be Full-time and in current role for at least 6 months.
• Past attendance review considered, as reliability is required for this role.

Your health, happiness and your future matters. At AVP, we offer benefits including medical and dental insurance, significant eye care discounts, child care assistance, pet insurance, continuing education funds, 401(k), paid holidays, PTO, sick time, opportunities for growth, and more.