Contact Center Associate 3

Job Summary

Serving as a team lead, the full-time remote Contact Center Associate 3 will assist staff, ensure compliance with department policies, and provide efficient service to patients while utilizing the EPIC scheduling system for appointment management.

Key responsibilities:

• Acts as the first point of escalation for agents and customers, handling complaints and queries
• Monitors agent calls for quality assurance and ensures adherence to schedules
• Contributes to process improvement projects and supports team members as a subject matter expert

Required qualifications:

• High School diploma or equivalent
• Minimum 3 years of relevant experience
• General knowledge of office procedures and operations
• Ability to handle difficult situations with professional composure
• Experience in leading, motivating, and training others