Lead, Call Center
AEG Vision
- Location
- Dallas, Texas, United States
- Job type
- Full-time
About the role
The Call Center Lead will be required to provide appropriate direction, supervision, and appraisal of employees.
- Assume responsibility for performing assigned Call Center and related support function
Daily
- Schedules Lasik consults
- Perform recall, calling all overdue/current patients to schedule
- Maintains tracking sheet while doing recall 09 outpatients
- Perform follow-up calls for “missed appointments” during call times
- Reschedule all No-show patients from prior day service
- Performs all reschedule days all locations
- Update returned cards
- Delivers mail/runs mail through postage meter
- Performs non-updated recall for all locations
- Reminder Calls 2week, 3day, day before call/text /email
- Live Chat all locations
- Forecasting forward for all locations scheduling needs
- Email communication to offices for all patient needs (PS, Tech, Optical)
- Checks Info email multiple times daily for all patient appointment requests/confirmations
- Pulls in all appointment web requests for all locations daily
- Works cancelation report daily
- Checks wait list for assigned locations daily
- Answer all incoming calls
- Adds any scheduling templates for doctors per location per DM request (Manager & Lead only)
- Checks daily VM for any overnight messages
- Oversees the Call floor answering questions/training (Manager/Lead)
Weekly:
- Weekly Reports for revenue worked by call center
- Forecast out for all locations for schedule needs
- No show report: Bi-Weekly:
Monthly:
- Customer tracking
- Run Recall Eyetique & IEC
- Call Center overview
- Maintains regular contact with other departments/ offices to obtain and convey information and/or to correct transactions
- Keeps management informed of area activities and of any significant problems
- Attends and participates in meetings as required
- Ensures that work area is clean, secure, and well maintained
About AEG Vision
Operates a national network of comprehensive optometry practices.
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