ADCS Clinics, LLC
  • 14-Jun-2018 to 13-Oct-2018 (EST)
  • Corporate - Scheduling
  • Maitland, FL, USA
  • Hourly
  • Full Time 31+

Position Summary: The Cosmetic Concierge Lead is responsible for managing a team of employees taking/scheduling in-bound calls for new and existing cosmetic patients, across Advanced Dermatology & Cosmetic Surgery's nearly 200 offices. The Cosmetic Concierge Lead maintains qualitative and quantitative scheduling results, while implementing call center processes that support company objectives. The Cosmetic Concierge Lead will also handle all patient escalations that come through the concierge line, reporting the resolution to management and coaching, if necessary, any team member involved in the conflict. The TL also ensures that each team member meets and complies with all company policies and procedures, and is responsible for skills training, up-training, employee development, satisfaction and retention.

Essential Duties & Responsibilities:

  • 60% - Manages group of care-focused team members. Coaches and develops team in all areas of performance including, but not limited to, ensuring scheduling goals are met or exceeded and productivity and quality standards are met:
    • Manages a team of experts in the cosmetic division and directs their activities toward accomplishing company goals.
    • Writes and conducts performance evaluations, and makes employment decisions on a limited basis. Establish career and professional development plans for team members.
    • Presents and follows through on goals to assigned team and coaches individual team members towards exceptional patient care.
    • Develop, manage, and track outbound call efforts of the concierge team, and report results to management as instructed.
    •  
  • 10% - Participates in call monitoring calibrations and reviews calls being disputed and manages the service quality for assigned team.

  10% - Responsible for managing team and individual schedule adherence and attendance. Manages employee issues regarding attendance, performance, behavior, and delivers appropriate disciplinary action under management supervision (when necessary).

  10% - Responsible for communicating local office and company goals and policy updates through team meetings, pre-shift briefings and one-on-one development sessions.

  5% - Handles escalated customer issues not resolved at the scheduler level and works directly with customers to bring about resolution.

  • 5% - May perform other related duties and responsibilities as assigned and/or required including leading or participating in company projects as necessary.

 

Working Conditions and Physical Requirements:

  • This is a general office environment position. Professional attire is required at all times.
  • Employee may be required to access other floors and centralized files. Answers telephone calls, uses personal computer and other business machines extensively, which requires the ability to apply finger dexterity. Individual bends, reaches, pushes and pulls file drawers to file records and reports. May involve long periods of sitting or standing.
  • Most employees work on a shift basis, and as such will be required to periodically rotate shifts and regular days off. All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required, and adhere to a strict schedule of breaks and rest periods
Full Job Description
ADCS Clinics, LLC
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