Team Lead

Location: St. George
Job Code: 4351
# of Openings: 1


At Revere Health, we value the health of our patients above all else. As the largest independent multi-specialty physician group in Utah, our healthcare system gives patients the best in communication, quality, coordination and innovation. Founded in 1969 in Provo, Utah, Revere Health has grown to include 30 medical specialties in over 100 locations throughout Utah, Arizona and Nevada.

As the first Accountable Care Organization (ACO) accredited by Medicare in Utah, and the only Next Generation ACO in the state, Revere Health offers a unique, patient-oriented approach to healthcare. We strive to keep medical costs at a minimum while providing the utmost in quality healthcare.

Revere Health: Your Health Above All Else.


Status Full Time

Position:   Team Lead

Department Contact Center

Location St. George



  • High School diploma or equivalent required

  •  Previous leadership experience preferred

  •  Prior healthcare experience preferred

  •  Prior contact center experience preferred Skill Set:

  •  Excellent customer service skills.

  •  Strong interpersonal, communication and leadership skills.

  •  Skills in planning, organizing & problem solving.


  •  The Team Lead works directly with teammates/agents, under the direction of a contact center supervisor.

  • The successful team lead will set an example to teammates by answering incoming calls for all contact center departments.

  • The primary purpose in handling calls is to assist patients, physicians, and office staff in a personal, efficient, and organized manner.

  • The candidate will use Contact Center standard operating procedures and protocols to register new patients, update patient demographics, and schedule, reschedule, cancel, and verify appointments.

  • The lead must possess good telephone etiquette, grammar and spelling skills.

  • Provides courteous and friendly service to all and contributes to a positive work environment.

  • Additionally, the Team Lead will act as a first point of contact for teammate level inquiries as a subject matter expert for all departments, including handling call escalations.

  • The candidate will be actively involved with their supervisor to assist in other leadership duties as assigned.

  • Additional duties may include, but are not limited to, some basic liaison work with offices, basic reporting, coaching, mentoring, monitoring, and recruiting activities.

Essential Duties and Responsibilities:

  •  Is committed to quality and high standards of customer service.

  •  Answers calls promptly and courteously, gives accurate and careful answers, transfers calls tactfully and politely.

  • Never transfers a call blindly, unless instructed to do so.

  •  Manages difficult or emotional patient situations in a professional manner.

  • Is able to quickly de-escalate irritated callers, including patients, providers and peer groups.

  • Responds promptly and courteously to patient’s needs.

  • Provides first call resolution and assumes ownership of the call to ensure caller satisfaction.

  • Fulfills scheduling manager duties if assigned.

  •  Demonstrates accuracy and thoroughness when entering information in computer system.

  •  Assists patients and office staff in scheduling appointments. 

  • Documents all communications and decisions. •

  • Effectively works as part of the team to achieve Contact Center and organizational goals in order to provide quality patient service.

  • Checks e-mail & IMs regularly; researches situations and responds to in a timely manner.

  • Team Lead Specific Duties Assists with departmental training's as well as new employee orientation processes:

  •  Understands and can communicate regarding teammate job description for new employees and assists in providing proper and adequate training on job responsibilities and work expectations;

  •  Acts as a point of contact for team with questions related to policies or procedures; identify solutions to reach successful conclusion.

  • Communicates with supervisor when issues surrounding clinic policies/Departmental standards (such as dress code, time off, punctuality, phone etiquette, accuracy, HIPAA, etc.) are identified.

  •  Respects confidentiality in discussing organizational matters, employees’ personal matters, performance problems, etc.

  •  Provides peer coverage during times when other leaders may be absent.

  • Works with the department leaders to improve the overall quality of interaction.

  •  Assists in the sharing of employee feedback through coaching.

  •  Assists with training programs for new hires and existing staff.

  • Training is an ongoing activity, crucial for new staff as well as for existing staff members who take on new responsibilities; this includes: listening to calls, checking appointments for accuracy, monitoring tasks, utilizing checklists, etc.

  •  Assists with varying aspects of the Employee Engagement program.

  • Monitors schedule adherence in conjunction with the supervisor.

  • Provides periodic constructive feedback:

  •  Acknowledges good work and provides guidance for performance improvement as needed in coordination with the supervisor;

  •  If applicable, set’s up future meeting times to ensure improved performance goals are being met.

  •  Reports employee performance problems or feedback to supervisor.

  •  May assist with call quality reviews, upon request.

  •  May conduct research & provide feedback to leadership about complaints received. Resolves Problems:

  • Under guidance of the supervisor, assists in the resolution of day to day employee conflicts in a timely manner in order to promote a professional work environment and maintain department morale;

  •  Provides solutions to problems

  •  Counsels with supervisor when appropriate;

  •  Maintains & bubbles up written documentation of all incidents to supervisor.

  • Other duties and special projects as requested or assigned.


  • Typically: 40 hrs/wk Generally: M-F 8 am-5 pm


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