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Client Support Team Lead

2 months ago

Scarborough, Maine, United States MaineHealth Full time

Job Summary

Position Overview

  • Provides day-to-day supervision to the Client Support Representatives for both operations and human resources management. Accountable for scheduling and work distribution. Provides training, technical direction, develops, monitors, and takes appropriate action to improve overall departmental quality, as outlined by performance standards. Provides training for remote clients and continual training and professional development for Client Support Representatives. Ensures training and competency assessments are completed. May perform follow-up on PRBLM's and critical call backs as needed.

Key Responsibilities

  • Leadership and Supervision: Oversees the Client Support Representatives, providing guidance, coaching, and development opportunities to ensure team success.
  • Operations Management: Responsible for scheduling, work distribution, and ensuring efficient operations within the department.
  • Training and Development: Provides training for remote clients and ongoing professional development for Client Support Representatives, ensuring they possess the necessary skills and knowledge to excel in their roles.
  • Performance Management: Develops, monitors, and takes action to improve overall departmental quality, adhering to established performance standards.
  • Quality Assurance: Ensures training and competency assessments are completed, guaranteeing that Client Support Representatives meet the required standards.
  • Critical Issue Resolution: May perform follow-up on PRBLM's and critical call backs as needed, ensuring timely resolution and customer satisfaction.

Requirements

  • Education: High School Diploma/GED required; Associate's Degree preferred.
  • License/Certifications: N/A
  • Experience: 1 year of experience as Client Support Representative required; previous Lead or Supervisor experience preferred.
  • Skills: Proficiency in Word, Excel, PowerPoint required; proficiency in customer service skills, handling high volumes of client phone calls.

About MaineHealth

MaineHealth is a not-for-profit integrated health system whose vision is, "Working together so our communities are the healthiest in America." MaineHealth consists of nine local health systems, a comprehensive behavioral health care network, diagnostic services, home health agencies, and 1,700 employed clinicians working together through the MaineHealth Medical Group. With approximately 22,000 care team members, MaineHealth provides preventive care, diagnosis, and treatment to 1.1 million residents in Maine and New Hampshire. Learn more about our system at mainehealth.org

Benefits

MaineHealth offers a comprehensive array of benefits, including health and dental insurances, paid parental leave, retirement program, generous paid time off, and more. Our benefits are competitive, affordable, and include choices that meet specific, but ever-changing, needs.