The Chicago Lighthouse

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Lead Call Center Agent (Administrative)



STATEMENT OF PURPOSE: The Customer Care Team Lead is responsible for providing a world class, high performance, patient and family centered experience that contributes to the customer satisfaction and retention, exceptional quality and value, and financial health of the organization. This position requires high quality customer service assistance when responding to inquiries pertaining to UI Health. The Team Lead will assist the Call Center Representatives with complex patient scheduling issues and handling of calls related to UI Health patient concerns, and departmental workflow issues, utilizing all available information tools and websites. Team Leads will provide ongoing monitoring of call handling and engage in regular feedback to the supervisor for improved customer service.

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:


  • Adhere to the Privacy Act and HIPAA as it relates to the confidentiality of information released.



  • Maintain up-to-date knowledge of UI Health policies and procedures as they apply.



  • Excel in all functions performed by Call Center Representatives.



  • Monitor and assist Call Center Representatives when prompted and carry out lead responsibilities in accordance with the organizations policies and procedures.



  • Monitor calls to observe employee demeanor, technical accuracy and conformity to company policies.



  • Assist coaching representatives when errors are presented.



  • Manages difficult customer situations and responds promptly to customer needs while soliciting feedback to improve service.



  • Respond to telephone inquiries and recommend corrective services to address customer needs and complaints.



  • Report problems that occur and assist with the resolution, continually looking for and suggesting process improvements, which will benefit the patients and families of UI Health.



  • Speaks clearly, persuasively and professionally in positive and negative situations.



  • Walk on the Call Center Floor to ensure that the staff is productive at all times.



  • Performs other duties as assigned by Supervisor.


CORE COMPETENCIES:

Customer Focus -strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.

Managing Vision & Purpose - leads effectively by translating the organizations vision, mission and strategic objectives into challenging but attainable goals.

Developing Team Members -demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.

Team Work - builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.

Integrity & Trust - acts in accordance with the highest standards of ethical conduct and behavior.

Problem Solving - employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.

Safety - demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.

Work Environment - This position operates in a professional and high paced call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

QUALIFICATIONS:
  • High School diploma or equivalent required;
  • Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks.
  • Must be able to speak English clearly and professionally;
  • Must be able to type a minimum of 30 words per minute;
  • Ability to effectively work within established contractual turnaround times;
  • Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks.
  • Proven ability to work as a member of a team is required;
  • Advanced proficiency with MS Office applications (word and excel).
  • Will be required to complete program update training, as warranted, and successfully implement that knowledge in day to day operations;
  • Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.

Employee Benefits

BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:

  • 10 days paid vacation
  • 12 paid holidays
  • 6 sick days accrued over the year, up to 16 days available to be accumulated
  • Insurance Eligibility the 1st of the month after 30 days of employment
    • Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered
  • Short/long term disability
  • Life insurance 2x salary
  • Employee recognition events
  • Company paid pension plan after one year of employment
  • Reasonably priced delicious food options on site (except at Glenview location)
  • Access to micro-kitchens
The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.
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