Contact Center Associate 3 – Team Lead (Remote)

About the role

The Contact Center Associate 3 serves as a team lead, providing assistance to staff and ensuring compliance with department policies. This full‑time remote role delivers courteous service to patients, accurately documents registration information, and communicates professionally with physicians, medical staff, and administrators.

Key responsibilities

• Serve as team lead and subject‑matter expert supporting the manager and supervisor.
• Act as the first point of escalation for agents and customers, handling complaints, questions and queries.
• Monitor agent calls for quality assurance, ensuring telephone etiquette, registration completeness, accuracy, and clinical triage.

Required profile

• High School diploma or equivalent with a minimum of 3 years relevant experience.
• Effective oral and written communication skills and ability to handle difficult situations with professional composure.
• Strong problem‑analysis, leadership, and confidentiality skills.

Required skills

• Proficiency with the EPIC scheduling system.
• General knowledge of office procedures and operations.

What we offer

• Competitive salary.
• Comprehensive benefits package including medical, dental, tuition remission and more.