Lead Call Center Agent

Lead the Way in Patient Communication – Join UPMC Hamot as a Lead Call Center Agent!

Are you a skilled telecommunications professional with a passion for leadership and service excellence? UPMC Hamot is looking for a Full-Time Lead Call Center Agent to help guide our dedicated team and ensure seamless communication across our healthcare system.

This position requires full shift flexibility—while the primary schedule is 7:00 AM to 3:00 PM, candidates must be available to work all shifts as needed to support business operations. Weekend, holiday, and on-call availability is essential, with on-call responsibilities occurring every other month and during manager vacations.

We offer the option to work from home at least one day per week, along with a supportive environment that values your growth. Candidates must have at least three years of telecommunications switchboard experience, and prior leadership experience is strongly preferred.

As a Lead Agent, you’ll play a key role in enhancing customer service, supporting daily operations, and assisting with administrative responsibilities. In return, UPMC offers a comprehensive Total Rewards Benefits package and opportunities for career advancement within a respected healthcare system.

If you’re ready to take the next step in your career and thrive in a fast-paced, team-oriented environment, apply today to join UPMC Hamot!

In this role, there will be the opportunity to-

Complete administrative duties as assigned by the Call Center Supervisor/Coordinator including database entry of on-call schedules and making changes or updates to both hospital and physician office protocols.
Assist the Call Center Supervisor/Coordinator in efficiently and accurately communicating changes and updates to the call center staff.
Complete requests for pager service while maintaining the appropriate documentation.
Assist with scheduling and provide input to employee evaluations.
Provide service to the UPMC Hamot community, patients, families, and staff, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
Function as a Call Center Agent as needed.
Provide support and coaching to the agents as it relates to providing the highest quality of customer service.
Function as the backup to the Call Center Supervisor/Coordinator.
Communicate all customer and staff complaints or concerns to the Call Center Supervisor/Coordinator.
Assist in the development and implementation of new agent training manuals and procedures.
Assist with Call Center staff scheduling and provide input to employee evaluations.
Assist with Call Center reports and billing as needed.
Assist with employee recruitment by conducting phone screens and setting up interviews for the supervisor.
Assist with Kronos as a Timekeeper.
Assist with E-Procurement request to maintain appropriate inventory of office supplies and technology hardware for the Call Center.
Assist with facilitating departmental recruitment and retention activities.
Assist with coordinating staffing for sick calls.

Qualifications:

Required:

High school graduate or equivalent.
At least three years of Telecommunications switchboard experience.
Demonstrates proficiency in the operation of Telephone Operators software and excellent customer service skills.
Knowledge of Word and Excel.

Preferred: