AEG Vision
Lead, Call Center
AEG Vision – Dallas, Texas, USA
Full-time Job ID: 13120
Job Description The Call Center Lead will provide direction, supervision, and appraisal of employees, ensuring efficient operation of the call center.
Responsibilities
Assume responsibility for performing assigned call center and related support functions.
Daily tasks:
Schedules Lasik consults.
Perform recall calls to overdue/current patients.
Maintain tracking sheet while doing recall for 09 outpatients.
Perform follow-up calls for “missed appointments” during call times.
Reschedule all No-show patients from prior day service.
Perform all reschedule days for all locations.
Update returned cards.
Deliver mail/runs mail through postage meter.
Perform non-updated recall for all locations.
Make reminder calls 2 weeks, 3 days, day before call/text/email.
Handle Live Chat for all locations.
Forecast forward for all locations scheduling needs.
Send email communication to offices for all patient needs (PS, Tech, Optical).
Check info email multiple times daily for all patient appointment requests/confirmations.
Pull in all appointment web requests for all locations daily.
Work cancellation report daily.
Check wait list for assigned locations daily.
Answer all incoming calls.
Add scheduling templates for doctors per location per DM request (Manager & Lead only).
Check daily voicemail for any overnight messages.
Oversee the call floor, answering questions and training (Manager/Lead).
Weekly tasks:
Prepare weekly reports for revenue worked by call center.
Forecast out for all locations for schedule needs.
Generate No show report (Bi-Weekly).
Monthly tasks:
Customer tracking.
Run Recall Eyetique & IEC.
Call Center overview.
Maintain regular contact with other departments/offices to obtain and convey information and/or correct transactions.
Keep management informed of area activities and significant problems.
Attend and participate in meetings as required.
Ensure that work area is clean, secure, and well maintained.
Requirements
High School diploma or GED.
Excellent verbal and written communication skills.
Strong ability to multitask.
HIPAA compliant.
Benefits
401(k) with match.
Medical/Dental/Life/STD/LTD.
Vision Service Plan.
Employee Vision Discount Program.
HSA/FSA.
PTO.
Paid holidays.
Benefits applicable to full‑time employees only.
Physical Demands
This position requires the ability to communicate, exchange information, utilize necessary equipment, and move about the office.
Referrals increase your chances of interviewing at AEG Vision by 2x.
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Full-time Job ID: 13120
Job Description The Call Center Lead will provide direction, supervision, and appraisal of employees, ensuring efficient operation of the call center.
Responsibilities
Assume responsibility for performing assigned call center and related support functions.
Daily tasks:
Schedules Lasik consults.
Perform recall calls to overdue/current patients.
Maintain tracking sheet while doing recall for 09 outpatients.
Perform follow-up calls for “missed appointments” during call times.
Reschedule all No-show patients from prior day service.
Perform all reschedule days for all locations.
Update returned cards.
Deliver mail/runs mail through postage meter.
Perform non-updated recall for all locations.
Make reminder calls 2 weeks, 3 days, day before call/text/email.
Handle Live Chat for all locations.
Forecast forward for all locations scheduling needs.
Send email communication to offices for all patient needs (PS, Tech, Optical).
Check info email multiple times daily for all patient appointment requests/confirmations.
Pull in all appointment web requests for all locations daily.
Work cancellation report daily.
Check wait list for assigned locations daily.
Answer all incoming calls.
Add scheduling templates for doctors per location per DM request (Manager & Lead only).
Check daily voicemail for any overnight messages.
Oversee the call floor, answering questions and training (Manager/Lead).
Weekly tasks:
Prepare weekly reports for revenue worked by call center.
Forecast out for all locations for schedule needs.
Generate No show report (Bi-Weekly).
Monthly tasks:
Customer tracking.
Run Recall Eyetique & IEC.
Call Center overview.
Maintain regular contact with other departments/offices to obtain and convey information and/or correct transactions.
Keep management informed of area activities and significant problems.
Attend and participate in meetings as required.
Ensure that work area is clean, secure, and well maintained.
Requirements
High School diploma or GED.
Excellent verbal and written communication skills.
Strong ability to multitask.
HIPAA compliant.
Benefits
401(k) with match.
Medical/Dental/Life/STD/LTD.
Vision Service Plan.
Employee Vision Discount Program.
HSA/FSA.
PTO.
Paid holidays.
Benefits applicable to full‑time employees only.
Physical Demands
This position requires the ability to communicate, exchange information, utilize necessary equipment, and move about the office.
Referrals increase your chances of interviewing at AEG Vision by 2x.
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr