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Customer Service Team Leader

2 months ago

Honolulu, Hawaii, United States EMS Management & Consultants Full time

About EMS Management & Consultants:

EMS Management & Consultants specializes in comprehensive revenue cycle management solutions, being the foremost billing services provider dedicated exclusively to emergency medical services across the United States. Our offerings encompass a wide range of services, from advanced software and hardware solutions to efficient billing services.

With over 25 years of experience, we pride ourselves on delivering high-quality service, measurable results, and a customer-centric approach that has set the benchmark in professional EMS billing. Our focus on patient satisfaction and tailored client solutions allows us to fulfill our mission of providing innovative financial services that enhance the efficiency of cost-effective EMS systems.

Why Join EMS Management & Consultants:

  • Career development opportunities and employee resource groups
  • Weekly wellness initiatives
  • Comprehensive benefits package including medical, dental, vision, and life insurance
  • Remote work options available
  • All necessary equipment provided

Position Overview:

The Customer Service Team Leader is tasked with overseeing the daily operations of a team comprising 15-20 remote and in-office personnel within the Customer Service Department's call center. Flexibility in work schedules and availability is essential to meet the department's business needs.

Key Responsibilities:

  • Recruit and onboard individuals with the necessary skills for success in a customer-focused call center environment.
  • Create a collaborative and empowering atmosphere for team members.
  • Provide ongoing training to cultivate a team of high achievers.
  • Ensure accountability for high performance standards among team members.
  • Prepare individual and departmental performance reports to assess staffing needs and departmental metrics.
  • Delegate tasks effectively to manage team workflows and email correspondence, ensuring timely resolutions.
  • Coordinate with payroll to ensure accuracy in company payroll records.
  • Utilize resources efficiently to meet qualitative and quantitative objectives.
  • Lead outsourced calling teams that function as an extension of the Customer Service Department.
  • Stay informed about industry developments and implement best practices for continuous improvement.
  • Adapt schedules and call routing as necessary.
  • Facilitate client-facing meetings and manage time, projects, and resources to achieve desired outcomes.
  • 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 working time).

Qualifications:

Success in this role requires:

  • Proven experience in leading a remote call center team.
  • Knowledge of best practices and industry standards in call center management.
  • Effective communication skills with peers, managers, clients, and team members.
  • Ability to multitask and collaborate with cross-functional teams.
  • Strong listening, decision-making, time management, and critical-thinking abilities.
  • Exceptional customer service skills.
  • Capability to provide constructive feedback professionally and respectfully.
  • Proficiency in Microsoft Office applications.

Preferred Skills:

  • Experience with online chat technologies.
  • Familiarity with HIPAA, Medicare, Medicaid, and third-party health insurance.
  • Understanding of PCI compliance regulations.
  • Previous experience in EMS or healthcare revenue cycle management.

Work Environment:

This position primarily operates in a standard office environment, with significant telephone use and long periods of sitting. Candidates should possess the motor skills necessary for computer use and office equipment operation.

EMS Management & Consultants is an equal opportunity employer committed to diversity and inclusion. We encourage individuals from all backgrounds to apply.