JOB SUMMARY: The Call Center Lead must be a subject matter expert and will manage up to forty-four call queues, with a goal to exceed 95% of call handles in two minutes or less for all calls per month. This requires the ability to multitask, forecast and think critically about how to meet the call demand while monitoring live. The Call Center Lead will serve as a liaison between MPF Scheduling department and various MPF clinic managers/supervisors and physicians in identifying and resolving department scheduling issues and implementing workflows and process guidelines. The Call Center Lead will be responsible for: • Assisting with updates to EPIC decision trees as well as testing updates prior to implementation to ensure accuracy. This includes working with central scheduling supervisors, MPF managers and EPIC clinical informaticists in conducting rigorous testing of decision trees to ensure they are valid and reliable. • Responsible for reviewing, interpreting, analyzing applications in a manner that stimulates & support innovative & enlightened thinking & decision making. • Planning, coordination and analysis on various projects, as assigned. The Call Center Lead must be proficient in EPIC registration and scheduling for all MPF outpatient clinics, and will utilize this knowledge to train and mentor departments PASRs. • Position will onboard all new staff, including training, weekly quality reviews and audit of recorded phone calls to provide daily feedback to staff to ensure they have appropriate comprehension and accuracy before being EPIC independent. • Position will conduct monthly audits of existing staff using Calabrio to assess compliance with process and quality of work, with mentoring and coaching to support an average quality rating of 95% or more for the various scheduling teams. • Position will support 3 escalation phone lines to assist staff in trouble shooting challenges and de-escalating customer service concerns. MINIMUM QUALIFICATIONS: H.S. Diploma,GED,or Equivalent 2 Years of Experience PREFERRED QUALIFICATIONS: Associate's Degree 4 Years of Experience Bilingual in Spanish or other language