Clinical Customer Care Team Lead
As the Clinical Customer Care Team Lead, you will be responsible for the day to day management of the clinical customer care technician team.
You will play a critical role in assisting as an extension of the Customer Care team and providing support to Clinical Customer Care Team associates with escalations as well as the management of daily tickets and tasks.
You will also play an important role in ensuring that customer requests that come through via tickets are handled within the SLA.
Management
Responsibilities:
Management of daily task log; triage, and assign workload to team members when needed Act as an additional point of contact to provide answers to staff questions.
Demonstrate a high level of problem solving skills to address issues in calls escalated by team members.
Provide constructive feedback and guidance to all staff to continually improve overall service Handle Non-clinical Complaints that escalate from direct reports Provide continuous coaching, mentorship, support and engagement to staff and assist with new hire training Act as subject matter expert for the team, and a point of contact for feedback meetings with other teams Monitor team metrics and identify areas for improvement Conduct daily team huddles and bi-weekly employee 1:
1 meetingsCore
Responsibilities:
Proactively advocate for product and process improvements Perform essential functions of the clinical customer care team if needed and remain available to assist employees Constant collaboration with teammates Customer-centric and commitment to quality Participation in personal growth and development.
Estimated Salary: $20 to $28 per hour based on qualifications.
You will play a critical role in assisting as an extension of the Customer Care team and providing support to Clinical Customer Care Team associates with escalations as well as the management of daily tickets and tasks.
You will also play an important role in ensuring that customer requests that come through via tickets are handled within the SLA.
Management
Responsibilities:
Management of daily task log; triage, and assign workload to team members when needed Act as an additional point of contact to provide answers to staff questions.
Demonstrate a high level of problem solving skills to address issues in calls escalated by team members.
Provide constructive feedback and guidance to all staff to continually improve overall service Handle Non-clinical Complaints that escalate from direct reports Provide continuous coaching, mentorship, support and engagement to staff and assist with new hire training Act as subject matter expert for the team, and a point of contact for feedback meetings with other teams Monitor team metrics and identify areas for improvement Conduct daily team huddles and bi-weekly employee 1:
1 meetingsCore
Responsibilities:
Proactively advocate for product and process improvements Perform essential functions of the clinical customer care team if needed and remain available to assist employees Constant collaboration with teammates Customer-centric and commitment to quality Participation in personal growth and development.
Estimated Salary: $20 to $28 per hour based on qualifications.
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