Customer Service Team Lead

Position: Customer Service Team Lead

Role Overview:

The Customer Service Team Lead plays a crucial role in ensuring exceptional customer service by guiding, supporting, and developing the customer service team. This position requires a proactive approach to monitoring team performance, maintaining service quality, and driving process improvements to enhance the patient and provider experience.

Key Responsibilities:

Team Support & Daily Operations

• Oversee daily workflows and assist with managing call, voicemail, and online payment queues.
• Adjust team priorities and support staff allocation to optimize productivity and ensure service level goals are met.
• Assist with outbound call campaigns, ensuring efficient execution based on staffing and demand.
• Provide direct support to Customer Service Representatives (CSRs) through call coaching, troubleshooting, and escalations.

Performance Management & Quality Assurance

• Monitor individual and team performance to ensure high service quality and compliance with pharmacy policies and procedures.
• Conduct regular call monitoring and provide real-time feedback to improve patient interactions and fill rates.
• Identify and address performance gaps, coaching team members as needed.
• Support compliance with company protocols, ensuring all team members to operational standards.

Training & Development

• Conduct onboarding training for new hires and provide ongoing coaching for existing team members.
• Identify skill gaps and implement targeted training initiatives to enhance team capabilities.
• Reinforce best practices, including accurate payment processing, effective patient interactions, and workflow compliance.

Communication & Escalation Management

• Ensure clear and consistent communication of company policies, process updates, and performance expectations.
• Escalate critical issues related to patients, providers, or operational inefficiencies to pharmacy management.
• Act as a liaison between the customer service team, leadership and company-owned pharmacies to facilitate smooth operations.

Team Motivation & Engagement

• Foster a positive and collaborative team environment through motivation and support.
• Recognize and reward top performers to encourage excellence in service delivery.
• Organize engagement initiatives to maintain high morale and team cohesion.

Operational Efficiency & Continuous Improvement

• Monitor and analyze key performance metrics such as SLA adherence, abandonment rates, fill rates, and patient satisfaction.
• Contribute to scheduling and workload management to maintain optimal coverage and service levels.
• Identify opportunities for process improvement and collaborate with leadership to implement enhancements.
• Support the adoption of technology and process innovations to improve customer interactions and overall efficiency.

Qualifications & Skills:

• Experience: Minimum of 5 years in a customer service role within the healthcare industry, with at least 2 years of team leadership or management experience.
• Skills: Strong communication, problem-solving, and coaching abilities.
• Technical Proficiency: Experience with contact center systems (Ring Central preferred), EHR software, and reporting tools.
• Attributes: Detail-oriented, proactive, and committed to customer satisfaction.
• This role is ideal for individuals who thrive in a fast-paced, patient-focused environment and are passionate about leading teams to deliver exceptional service.

Position Details:

Reports To: Pharmacy Manager (FL)

Status: Full Time, Exempt

This job description is intended to outline the general nature and level of work being performed by employees assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties and skills required. Employees may be asked to perform other duties and needed to meet the needs of the business.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Tampa, FL 33626: Relocate before starting work (Required)

Work Location: In person

Salary : $45,000 - $55,000