Care Team - Team Lead

Our clients are leading Healthcare provider and payer organizations committed to offering their members the best in care and support. 

Due to our continued success and growth, we are expanding our footprint in the US to create a new opportunity for an experienced leader to join our team. Focused on the member experience, the Care Team - Team Lead will oversee the daily operations of our call center agents. This role will work collaboratively across the organization to execute operational initiatives, implement new technologies and oversee performance management programs. The Team Lead will enthusiastically lead the team of Care Team Agents and foster a culture of ongoing learning and development to ensure promotional opportunities can come from within our talented team. 

The Care Team - Team Lead

This role oversees all aspects of the business with commitment to providing the highest quality of service to our Clients and their members while balancing the strategic and operational objectives of the Care Team to ensure Let’sGetChecked’s business goals are achieved. 

The Team Lead will be responsible for leading a growing Call center agents. This individual will provide leadership and direction and will thoughtfully launch new initiatives and workflows that enhance both the member and employee experience. Relying on previous experiences and industry best practices. 

Let’sGetChecked’s services include inbound/outbound teleservices, email inquiries and chat support for members. The Care Team also oversees service and support inquiries, coordination of lab results and refund processing. Collaboration with clinical staff, LetsGetChecked labs and product teams is essential to the success of the Care Team. 

Responsibilities:

• Oversee the day-to-day activity of the call center to ensure service levels are consistently met and member satisfaction is high. Ensure the Care  Team meets productivity and quality standards.
• Evaluate the member experience and identify areas that can be enhanced through departmental structure, product updates, process improvements and workflow changes 
• Assist with quality scorecards across channels and ensure, through active listening and review, that interactions meet the standards and trends are identified and addressed through ongoing training and feedback sessions 
• Drive employee engagement through effective communication, mentoring and support. Recognize and celebrate team and individual success both formally and informally. 
• Collaborate with the Implementation Coordinator to successfully launch new programs and support existing clients. Identify issues and trends that will enhance programs, Report service metrics. Document positive member experiences to share with clients. 
• Partner with peers and leadership teams to share and adopt best practices to ensure a consistent experience for our members. Participate in and observe work in process to improve customer service effectiveness and consistency, 
• Acts as lead for handling customer service assurance and escalation management with members. Conduct appropriate research necessary to resolve member issues and respond to inquiries. 
• Follow policies and procedures, process workflows and new systems through requirements gathering, testing and implementation. 
• Be willing to assist with calls to keep up with service level needs Assume other responsibilities as business needs dictate. 

What we are looking for…..

• BA or BS preferred 
• 2+ years call center experience in a fast paced, high growth, customer centric environment 
• Healthcare experience preferred 
• Proven ability to meet service level requirements and quality metrics 
• Working understanding of call center technologies, CRMs and Workforce Management tools 
• Experience using Amazon Connect platform a plus 
• Experience using Sales Force a plus 
• Demonstrated track record of developing successful teams through effective coaching and mentoring 
• Natural collaborator willing to work across the organization to achieve operational and financial goals 
• Excellent oral and written communications skills, 
• Excellent analytical and problem-solving skills 
• Working knowledge of Google tools

• Health insurance and an Employee Assistance Programme 
• 401k
• Annual Compensation Reviews 
• After 90 days you will be eligible to avail of Flexible PTO where you are not restricted to a specific number of PTO days/annual leave
• Free monthly LetsGetChecked tests as we are not only focused on the well being of our patients but also the well being of our teams
• A referral bonus programme to reward you for helping us hire the best talent
• Internal Opportunities and Careers Clinics to help you progress your career within the company.  
• Maternity, Paternity, Parental and Wedding leave

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