Nystrom & Associates Ltd
Call Center Lead (Administrative)
Provide training to SUD Admissions Coordinators and Intake & Scheduling Coordinators
Side-by-side coaching and support with new and experienced staff members
Promote and maintain a positive, collegial and teamwork-oriented attitude with all staff
Maintain up to date training materials
Organize team morale boosting initiatives (i.e. birthday cards, contests, games, etc.)
Inform Call Center Management Team of staff performance and policy concerns
Work with Call Center Management Team to provide prompt resolution to staff questions and challenges
Ability to work all call center shifts for coverage or training as needed
Audit scheduled appointments to ensure accurate scheduling
Address patient complaints and concerns or escalate to Call Center Management Team when appropriate
All duties as outlined in SUD Admissions Coordinator and Intake & Scheduling Coordinator position descriptions
Promptly complete other duties as assigned by Call Center Management Team
Qualifications:
Ability to multi-task, handle stress, deescalate, and problem solve
Demonstrates superior communication skills, professionalism, and leadership qualities
Positive attitude and ability to be flexible in a team environment
Must be able to work full time with scheduled office hours of 40 hours per week
Must be able to work in office in the Nystrom Training Center in Arden Hills, MN
An interest in psychology, counseling, the behavioral sciences, social work, or healthcare is strongly preferred.
Experience in leadership role preferred
Experience working in health care facilities preferred
High School Diploma required
Commitment to position for minimum of 1 year preferred