Customer Care Center Team Lead-Healthcare

As a Customer Care Center Team Lead for Getwell Health Systems in Clarksville, Indiana, your role encompasses various responsibilities aimed at ensuring excellent customer service and operational efficiency within the healthcare industry. Here's a detailed job description tailored to your position:

Position Title: Customer Care Center Manager

Company: Getwell Health Systems

Location: Clarksville, Indiana

Job Description:

1. Team Leadership and Management:

• Lead and manage a team of customer care representatives responsible for handling inbound and outbound calls, emails, and other communication channels.
• Provide guidance, support, and mentorship to team members to ensure they deliver exceptional customer service while adhering to company policies and procedures.
• Conduct regular performance evaluations, coaching sessions, and training programs to enhance team performance and professional development.

2. Customer Service Excellence:

• Oversee the day-to-day operations of the customer care center, ensuring prompt and accurate response to patient inquiries, appointment scheduling, billing inquiries, and other service-related matters.
• Develop and implement strategies to optimize customer satisfaction, retention, and loyalty, while effectively resolving any customer complaints or escalations in a timely manner.
• Collaborate with other departments, such as billing, scheduling, and clinical teams, to streamline processes and enhance overall patient experience.

3. Operational Efficiency:

• Monitor key performance indicators (KPIs) such as call volume, average handle time, first-call resolution rate, and customer satisfaction scores to assess operational performance and identify areas for improvement.
• Develop and implement efficient workflows, tools, and technologies to streamline customer care processes and enhance productivity.
• Identify opportunities for process optimization and automation to improve efficiency and reduce costs without compromising service quality.

4. Compliance and Quality Assurance:

• Ensure compliance with relevant healthcare regulations, including HIPAA, in all customer interactions and data handling processes.
• Implement quality assurance measures to maintain high standards of service delivery, including call monitoring, feedback sessions, and performance audits.
• Conduct regular compliance training sessions for customer care representatives to uphold confidentiality and data security standards.

5. Reporting and Analysis:

• Generate regular reports and performance metrics to track customer care center performance and provide insights for strategic decision-making.
• Analyze data trends, customer feedback, and service metrics to identify opportunities for improvement and implement corrective actions as needed.
• Present findings and recommendations to senior management to support continuous improvement initiatives and enhance overall customer satisfaction.

Qualifications:

• Bachelor's degree in Business Administration, Healthcare Management, or related field (preferred).
• Proven experience in a customer service or call center management role, preferably within the healthcare industry.
• Strong leadership skills with the ability to motivate and inspire a team towards achieving organizational goals.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using call center software, CRM systems, and Microsoft Office Suite.
• Knowledge of healthcare regulations, including HIPAA, and industry best practices.
• Ability to work effectively in a fast-paced environment and adapt to changing priorities.

Joining Getwell Health Systems as a Customer Care Center Manager offers an exciting opportunity to lead a dynamic team in delivering exceptional customer service and making a positive impact on patient care within the Clarksville, Indiana community.