What are the responsibilities and job description for the Lead, Sleep Contact Center position at Medical Service Company?
At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).
MSC is a 13 -Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work!
MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.
In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!
Join Our Team!
We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included!
Apply today to become a part of our dynamic team!
- Competitive Pay
- Advancement Opportunities
- Medical, Dental & Vision Insurance
- HSA Account w/Company Contribution
- Pet Insurance
- Company provided Life and AD&D insurance
- Short-Term and Long-Term Disability
- Tuition Reimbursement Program
- Employee Assistance Program (EAP)
- Employee Referral Bonus Program
- Social Recognition Program
- Employee Engagement Opportunities
- CALM App
- 401k (with a matching program) / Roth IRA
- Company Discounts
- Payactiv/On-Demand Pay
- Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays
The Sleep Contact Center Lead is responsible for managing a high-volume of calls, scheduling patients, and providing ongoing coaching to ensure team members excel in Sleep Contact Center handling. Facilitates training, real-time guidance, and fostering a positive, collaborative environment to uphold team morale and ensure patient satisfaction. Works closely with the leadership team to identify areas for improvement and contribute valuable insights to enhance overall efficiency and effectiveness.
Responsibilities and Duties:
- Handles inbound and outbound patient calls, utilizing listening skills to ensure patient’s needs and concerns regarding their equipment or services are addressed accurately and efficiently.
- Assist supervisors with onboard training for new team members.
- Provide ongoing call coaching to ensure team members are equipped with the necessary skills for effective Sleep Contact Center handling.
- Address questions and provide guidance in real-time through team chats and Pypestream communication channels.
- Demonstrate comprehensive knowledge of all Sleep Contact procedures.
- Keep abreast of updates and changes in procedures, ensuring the team is consistently aligned with the latest protocols.
- Foster an inspiring team environment that promotes collaboration and open communication.
- Encourage a positive and inclusive culture that enhances team morale and engagement.
- Handle escalated patient inquiries or issues with professionalism and empathy.
- Work closely with the team to devise effective solutions and ensure patient satisfaction.
- Collaborate with the Leadership Team to identify areas for improvement and implement solutions.
- Assist with additional projects as needed, contributing valuable insights and expertise.
- Keeping up with proper call scripting to ensure adherence.
Education: Graduate of an accredited high school.
Experience/Knowledge/Skills/Physical Requirements:
- Minimum of 2 years’ experience of customer service or inside sales experience preferred.
- Must have strong written, verbal, and interpersonal communications skills.
- Knowledge of PAP equipment, resupply, respiratory equipment and basic DME industry helpful
- Perform office/clerical motor skills and extensive computer and telephone usage.
- Excellent communication and customer relation skills for both internal and external customers.
- Analytical and problem-solving skills with the ability to muti-task.
- Detail oriented with excellent interpersonal and organizational skills (team player).
- Proficiency in Microsoft Word, Outlook, or Excel.
- Displays a high drive to meet or exceed daily performance metrics related to key performance indicators.
- Works well in a fast-paced and fluid professional environment based on business needs.
