Team Lead (Appointing Team)

Ivyhill Technologies LLC (Ivyhill) has an immediate need for a Team Lead (Appointing Team) for its project located in San Antonio, TX. The Team lead serves a vital role toward meeting contractual SLAs. As a resource for Telephone Appointment Agents, the Team Lead position is the first line of assistance. By being available to assist with specific questions and escalated patient situations, the Agent can ensure patient questions and concerns are resolved in a timely manner. This serves to expedite resolution, thereby reducing patient wait times by allowing the Agent to be available for the next call. As a Subject Matter Expert, the Team Lead serves as a resource when assistance is needed in any area within the call center.

Team Lead Responsibilities:

• Log on and monitor the chat forum and provide timely assistance.
• Assist in resolving escalated patient calls from Agents. Take over the call when needed and attempt to remedy the situation; if...