Sobre

About the position

• We are seeking a full-time Assistant Team Lead for our Team. The Assistant Team Lead will support the Team Lead in various administrative and leadership tasks, ensuring efficient team operations and high-quality client services. You will play a key role in supporting different aspects of operations including helping our clients and managing teams.

Responsibilities

• Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc.
• Provide accurate, satisfactory answers to patients’ queries and concerns
• De-escalate situations involving dissatisfied patients, offering patient assistance and support
• Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit)
• Guide patients through navigating the practice website and or troubleshooting the member/patient app
• Assist the Team Lead in guiding and managing the Members team
• Provide recommendations and support for allocating team resources effectively to practices/patients as directed by the Team Lead
• Assist in monitoring team goals and performance measures
• Participate in evaluating the quality of services provided by the team
• Ensure patient satisfaction scores meet required levels
• Provide training and support during service migration for new hires, as needed
• Offer call support to other team members in the absence of the Team Lead
• Update process documentation, as needed
• Manage if the Team Lead is not available

Required skills and qualifications

• Expertise in healthcare (US healthcare sector experience; does not need to be a nurse or doctor) and managing call center operations
• Strong communication skills, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred)
• Expertise with telephony and CRM systems, ideally Salesforce
• Ability to motivate and empower others
• Excellent conflict resolution and facilitation skills
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Excellent troubleshooting skill