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Healthcare Customer Support Team Leader

2 months ago

Des Moines, Iowa, United States Blink Health Full time

Position Overview:

This is a full-time, on-site role focused on enhancing customer service operations within our organization.

Key Responsibilities:

  • Oversee a developing team of Patient/Customer Support Specialists within a call center environment, ensuring effective daily operations and compliance with service level agreements (SLAs).
  • Evaluate and interpret performance metrics for both the team and individual specialists to achieve and surpass established performance benchmarks.
  • Work collaboratively with various stakeholders to implement organizational and departmental strategies aimed at improving operational efficiency and productivity to facilitate business growth.
  • Manage the workflow, queues, and backlogs of the Patient Support team, making necessary adjustments to enhance overall performance.
  • Utilize customer feedback and insights to pinpoint areas for workflow and process enhancements, thereby optimizing the customer experience.
  • Apply your business acumen to address complex and unclear escalations from the Patient Support team with discretion.
  • Encourage a collaborative, cohesive, and enjoyable team environment.

Qualifications:

  • Bachelor's Degree in Communication, Business Administration, or a related field.
  • A minimum of 3 years of leadership experience in a dynamic setting.
  • At least 2 years of experience in customer service, call center operations, healthcare, pharmacy, or a similar field.
  • Demonstrated leadership capabilities with a focus on providing timely and constructive feedback and coaching to team members and business partners.
  • Ability to utilize data effectively for independent decision-making.
  • Strong problem-solving abilities, particularly in situations with ambiguous information.
  • Meticulous attention to detail with strong organizational skills.
  • Confident, patient, respectful, and articulate communicator.