Job description

Who are we?

Prism Eye Institute (PEI) has been serving the communities of North York, Brampton, Oakville/Mississauga and surrounding areas for over 50 years. In 2020 North Toronto Eye Care (NTEC) merged with Prism Eye Institute, to form Prism Group Holdings (Prism) and the largest Ophthalmology practice in Canada. In 2022, PEI further strengthened a partnership with Vision Group Canada (VGC) and is working to expand its footprint nationally. VGC operates over 50 clinics and 70 surgical facilities performing over 100,000 procedures annually. PEI is an internationally renowned institute with 5 facilities and 2 surgical centres, serving over 200,000 patients and perform 10,000 surgeries each year. Prism is a centre of excellence providing a full spectrum of eye care and recognized for handling some of the most complex eye diseases in the world.

POSITION OBJECTIVE: The Team Lead (TL) is responsible for the scheduling and supervision of employees within the Clinical liaison, Front Desk, and Contact Centre teams, as well as performing other administrative or managerial tasks required. The TL will ensure all patients are treated with the utmost level of care and our referrals are always booked in accordance with the Prism company policy.

FUNCTIONAL/TECHNICAL RESPONSIBILITIES:

1. Oversee the day-to-day operations of the Contact Centre, Clinical Liaisons (CL) and Front Desk (FD) including supervising the Que to ensure minimal wait times (will answer calls when que times are high), ensuring all agents are always professional.

2. Overseeing the schedules of the doctors and booking the appointments as needed

3. Ensuring professionalism in all communications with existing and/or potential patients.

4. Distributing messages and faxes and responding to emails.

5. Reassure the patients by providing superior customer service.

6. Coaches and develops team members to ensure team effectively executes service principles and standards: Recognizes gaps in the team’s ability to meet patient/Doctor’s needs and coaches team members to take appropriate action.

7. Delegates and monitors patient confirmation duties/reporting.

8. Must always be available to patients, manage the flow of traffic at the FD.

9. Acts as the liaison between the Doctors and FD staff, ensuring Doc schedule requests are adhered to throughout the day.

10. Uses emotional intelligence and problem-solving skills in order to take charge of potentially escalating situations and/or resolve issues for unhappy patients.

11. Monitors FD administrative team to ensure all assigned tasks are complete.

12. Responsible for day-to-day operations such as daily deposits, mail, and scheduling.

13. Effectively manages patient complaints - as the supervisor and in accordance with our policies and procedures, you will be required to proactively and reactively manage service concerns and issues raised by patients; it is your responsibility to provide support at any requested time or if a patient complaint has been escalated; patient complaints must be reported to the Sr, Manager, Patient Experience. This includes any legal matters, threats to any staff, or formal complaints against staff/doctors; all instances of patient complaints must be appropriately documented in Oscar and shared in a timely manner with the Patient Experience Manager.

14. Oversees and provides initial orientation and on-boarding for new FD, CL and CCR team members as well as the ongoing re-training and refresher training, validations, and ensures each staff member is fully educated on their role, responsibilities, success measures, personal goals, and company values.

15. Monitors incoming referrals and ensures uploading and booking of appointments are in accordance with Prism protocols

16. Coaches and develops team members to ensure team effectively executes service principles and standards; recognizes gaps in the team’s ability to meet patient/referring networks needs and coaches team members to take appropriate action.

17. Providing Call Center reports to the Sr. Manager, Patient Experience including individual call volumes and wait times.

18. Ensuring the continuous function and adequate maintenance of administrative equipment and staff concerns within the department and reporting any concerns to the Sr. Manager.

19. Providing direct support to all Contact Centre agents when dealing with difficult patients.

20. Must be the direct line to referral sources for urgent cases. This including triage, booking and receiving fax consult reports.

21. Completes on a timely basis all required semi-annual and annual performance reviews on all direct reports, provides and reviews results with and works with the Patient Experience Manager regarding staff performance.

22. Works with the Sr. Manager, Patient Experience on staff/work force planning, hiring, scheduling, attendance tracking, and ADP.

23. Ensures effective management of admin consumable supply inventories/orders.

24. Performs Front Desk/Booking/Contact Centre duties as assigned.

Qualifications:

1. Minimum of 3 years supervisorial role in health care

2. Call Centre experience an asset.

3. Adaptable to change and be able to handle multiple priorities under pressure.

4. Proven track record of meeting and achieving goals/targets.

5. Experience in customer service, in a medical clinic or other related fields.

6. Flexible hours required including some weekends and evenings.

Competencies:

1. Budget/Cost Control/Forecasting: Leadership, oversight and accountability, and support in the development and execution of department budget.

2. Patient and customer service focus: Ability to consistently build long-term relationships based on the delivery of both patient service and patient care.

3. Teamwork: Readily sharing information, knowledge and personal strengths. Seeking to understand and building on differing perspectives of others to enhance team efficiency and quality outcomes.

4. Problem Solving: Ensuring that decisions are made based on policies, rules and organizational directives and solving the emerging problems. Thinking critically through analysis required to proactivity address business and organizational issues into the future.

5. People Development: Effective leadership focusing on developing others, holding self and others accountable through visionary leadership.

6. Oral and written communications: The knowledge of effective and appropriate communication patterns and the ability to use and adapt that knowledge in various contexts.

7. Conflict resolution, mediation and problem solving: Facilitating the prevention and/or resolution of conflict while preserving working relationships.

8. Time management and prioritization: Assesses relative importance of activities and assignments; adjusts priorities when appropriate and takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently.

9. Project leadership/project management: Strong ability to achieve results, through collaboration, impact and influence. Incorporating planning, coordination and executive, resulting in service and quality excellence.

10. Self Awareness: Personal effectiveness with strong emotional intelligence that focus on self knowledge/awareness and awareness of how to best conduct oneself setting an example for others.

Job Types: Full-time, Permanent

Salary: $27.00-$30.00 per hour

Benefits:

• Dental care
• Extended health care
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• Weekend availability

Ability to commute/relocate:

• Brampton, ON: reliably commute or plan to relocate before starting work (required)

Work Location: One location

musicforspaceships.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, musicforspaceships.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, musicforspaceships.com is the ideal place to find your next job.