Role and Responsibilities
We are looking for an experienced Team Lead to organize and oversee our Patient Financial Services team, someone who can coach and motivate our representatives as they field calls from patients. You will be responsible for inspiring and leading our team members by example. We expect you to be customer-centric and have experience in supervising others and motivating them to achieve business goals by ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to agents.
DUTIES AND RESPONSIBILITIES:
- Ensure agents understand and comply with all metrics, performance standards, and policies.
- Identify operational issues and suggesting possible improvements.
- Monitor and evaluate agent’s performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Prepare reports and analyzing data to assist management.
- Measure performance with KPIs.
- Handles patient escalation calls.
- Schedule shifts, lunch breaks, and time off for optimal customer service.
- Answer staff questions, provide guidance and feedback to team members.
NECESSARY ATTRIBUTES:
- Customer-oriented and problem-solver mindset.
- Ability to plan, execute and control a project, establishing realistic estimates and reporting metrics.
- Ability to lead and motivate teams to perform at their best.
- Excellent customer service skills.
- Strong on negotiation, conflict resolution and influencing skills.
QUALIFICATIONS:
- 3+ years of customer-facing experience.
- Previous experience supervising customer service teams is a plus.
- C1 Level English written and oral.
- Strong oral, written, and interpersonal communication skills, sufficient for both internal and customer-facing communications.
- Proven ability to effectively manage and organize assigned tasks and workflow