Customer Service Team Leader

2 weeks ago

Waimānalo Beach, Hawaii, United States EMS Management and Consultants Inc Full time

Job Type:
Full-time

Company Overview:
EMS Management and Consultants Inc. specializes in comprehensive revenue cycle management solutions, standing as the foremost billing services provider dedicated solely to emergency medical services across the United States. Our extensive offerings encompass software, hardware, billing services, and more, all tailored to meet the unique needs of our clients.

For over 25 years, we have consistently delivered high-quality service, remarkable results, and a customer-centric approach that has set industry standards in professional EMS billing. Our commitment to patient satisfaction and customized client solutions enables us to fulfill our mission of providing innovative financial services that enhance the efficiency of cost-effective EMS systems.

Why Join Us:

  • Opportunities for career advancement and participation in employee resource groups.
  • Regular wellness seminars to promote health and well-being.
  • Comprehensive benefits package, including medical, dental, vision, and life insurance.
  • Flexible remote work options available.
  • All necessary equipment provided for your role.
Position Overview:
The Customer Service Team Leader will oversee the daily operations of a team comprising 15-20 remote and in-office staff within the Customer Service Department. This role requires adaptability in scheduling and availability to meet departmental needs. Responsibilities include establishing operational policies, maintaining workflow efficiency to meet turnaround times, and managing overall team performance.

Key Responsibilities:
  • Recruit and onboard individuals with the necessary skills for success in a customer-focused environment.
  • Create a supportive and empowering workplace culture for team members.
  • Facilitate ongoing training to cultivate a high-performing team.
  • Uphold high-performance standards for self and team members.
  • Prepare statistical reports to assess individual and departmental performance, staffing needs, and key performance metrics.
  • Delegate tasks effectively to ensure timely resolutions of workflows and inquiries.
  • Collaborate with payroll to ensure accuracy in records and cost management.
  • Manage resources to achieve both qualitative and quantitative objectives.
  • Provide leadership to outsourced teams as an extension of the Customer Service Department.
  • Stay informed on industry developments and implement best practices for continuous improvement.
  • Adjust schedules and call routing as necessary to optimize operations.
  • Facilitate client meetings and manage project timelines effectively.
  • Participate in relevant meetings and company-sponsored events.
  • Update and develop Standard Operating Procedures as needed.
  • Travel may be required occasionally (less than 10% of work time).
Qualifications:
To excel in this role, candidates should possess:
  • A proven track record of successfully leading remote customer service teams.
  • Knowledge of industry best practices and standards in call center management.
  • Strong communication skills to interact professionally with peers, management, clients, and vendors.
  • Ability to multitask and collaborate with cross-functional teams.
  • Excellent listening, decision-making, time management, and critical-thinking abilities.
  • Exceptional customer service skills.
  • Experience in providing constructive feedback in a professional manner, including handling sensitive topics.
  • Proficiency in Microsoft Office applications.
Preferred Skills:
  • Experience with online chat technologies.
  • Familiarity with HIPAA, Medicare, Medicaid, and third-party health insurance regulations.
  • Understanding of PCI compliance standards.
  • Prior experience in EMS or healthcare revenue cycle management.
Work Environment:
  • Primarily office-based with frequent use of telecommunication devices.
  • Extended periods of sitting may be required.
  • Motor skills necessary for operating computers and office equipment.
  • Flexibility to work varied hours to support business needs.
EMS Management and Consultants Inc. is an equal opportunity employer, committed to fostering a diverse workforce that enhances innovation and creativity. We encourage individuals from all backgrounds to apply.

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