The Lead Call Center Specialist will have mastered all the requirements of a CCS III as well as oversee staff to ensure employees know how to respond to what is being asked. The lead will direct staff to operate in a manner that puts MFA in a good light. The Lead is a hands on leader to monitor staff as well as take scheduling calls when necessary. They make sure correct procedures are followed and routinely give direction to staff on what to do and how to improve. The Lead Contact Center Specialist will have a clear concise understanding of both inbound and off line duties.High school graduate or equivalent required; two years of college is preferred. Knowledge of medical terminology or completion of medical terminology course is desired. A minimum of six (6) month experience as a Contact Center Specialist III with exemplary performance standards. Greater than two years' work experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic, or healthcare call center preferred. Two years call center experience preferred. Customer service experience is required; high volume contact center experience is desired. Must have working knowledge of insurance and possess developed problem solving skills.