Team Lead
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Responsibilities:
• Lead and guide a diverse team of medical providers and patient support agents
• Allocate team resources to practices/patients
• Set and monitor goals and performance measures
• Measure and evaluate the quality of services provided by team
• Ensure member and provider satisfaction results are at the required levels
• Supports and administers process procedures and standards
• Work with the team to develop policies, procedures, and job aids to enable continuous improvement
• Coordinate team-based training, personnel forecasting, peer appraisal, scheduling, interviewing, identification of non-monetary awards, and gathering of team performance statistics Required skills and
qualifications:
• University or associate degree (required)
• BPO Experience (required)
• Expertise in healthcare is required (US healthcare sector experience; does not need to be a nurse or doctor) and experience in customer services Strong communication, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred)
• Experience with data collection, analysis, and reporting
• Great active listening skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Excellent troubleshooting skills
• Computer literacy (experience with Salesforce Health Cloud is a plus)
• Phone skills, including familiarity with complex or multi-line phone systems
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