Experienced Customer Service Team Lead - Remote Opportunity in Las Vegas, NV, Focused on Delivering Exceptional Patient Experiences and Driving Health Equity

Welcome to blithequark

At blithequark, we are dedicated to making a positive impact on the lives of millions of people around the world. As a global organization, we leverage technology and care to help individuals live healthier, more fulfilling lives. Our team is guided by a strong culture of diversity, inclusion, and innovation, and we are committed to advancing health equity on a global scale. If you are passionate about delivering exceptional customer experiences and making a difference in the lives of others, we invite you to join our team as a Customer Service Team Lead.

About the Role

As a Customer Service Team Lead at blithequark, you will play a critical role in supporting our call center operations and ensuring that our customers receive the highest level of service and care. You will act as a primary resource for our customer service agents, providing guidance, training, and support to help them deliver exceptional patient experiences. You will also work closely with our call center supervisors and managers to drive business results, improve processes, and foster a culture of excellence within our team.

Key Responsibilities

• Act as a primary resource for handling staff inquiries regarding policies and procedures
• Communicate procedural changes and guidelines to department staff
• Work with supervisors to sustain high associate morale and motivation
• Execute customer service utilizing a professional tone and manner
• Identify and assess talent for potential peer trainers and conduct training for newly appointed peer trainers
• Achieve high levels of accuracy, with no more than 6 scheduling errors in the calendar year, and maintain a 95% call handle rate in CEAQ
• Act as a facilitator to resolve conflicts on the team and ensure accurate and timely communication of concerns to management
• Receive and process STAT priority referrals
• Act as a mentor/coach for call center advocates, ensuring they meet monthly metrics
• Perform other duties as assigned

Requirements and Qualifications

To be successful in this role, you will need to possess a combination of skills, experience, and personal qualities that enable you to deliver exceptional customer experiences and drive business results. The following are the minimum requirements for this position:

• High School Diploma / GED or equivalent work experience
• Must be 18 years of age or older
• Minimum 1+ years of experience in a healthcare environment
• 1 year of experience as a team lead and/or training
• Working knowledge of computerized telephone systems and ACD
• Healthcare/Managed Care and/or insurance industry knowledge
• Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts, and ImpactMD
• Knowledge of MS Office, with emphasis on Excel
• Able to provide excellent customer service and proper telephone etiquette
• Thorough knowledge of state and federal laws that apply to the department
• Proficient in MS Office
• Excellent interpersonal skills
• Oral, written, communication, and composition skills
• Ability to listen, document, and track problem areas
• Excellent leadership and time management skills
• Ability to work independently and with confidential information
• Must have initiative
• Maintain a positive attitude, supporting departmental goals and objectives
• Must have the ability to work swiftly and efficiently without compromising quality customer service
• Organizational skills
• Flexible and able to commit to departmental goals, including overtime as needed, shift changes, etc.
• Must be able to work onsite once a week at 2716 N TENAYA WAY, Las Vegas, NV
• Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm, Monday - Friday, with occasional overtime or weekends as needed

Preferred Qualifications

• Medical Terminology
• CPT and ICD-10 coding
• 1 year of experience in a call center
• Work experience as a team lead

What We Offer

At blithequark, we are committed to providing our employees with a comprehensive benefits package, opportunities for growth and development, and a positive work environment that supports their well-being and success. Some of the benefits you can expect as a Customer Service Team Lead include:

• Competitive salary and benefits package
• Opportunities for career growth and development
• Comprehensive training and support
• Flexible work arrangements, including remote work options
• Recognition and reward programs
• Equity stock purchase and 401k contribution
• Comprehensive benefits package, including medical, dental, and vision coverage

Work Environment and Culture

At blithequark, we are committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our culture is guided by a strong commitment to diversity, equity, and inclusion, and we strive to create a workplace where everyone feels valued, respected, and empowered to contribute their best work. As a Customer Service Team Lead, you will be part of a dynamic and supportive team that is dedicated to delivering exceptional customer experiences and driving business results.

How to Apply

If you are a motivated and experienced customer service professional who is passionate about delivering exceptional patient experiences and driving business results, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role.

Conclusion

At blithequark, we are committed to making a positive impact on the lives of millions of people around the world. As a Customer Service Team Lead, you will play a critical role in supporting our call center operations and ensuring that our customers receive the highest level of service and care. If you are passionate about delivering exceptional customer experiences and driving business results, we invite you to join our team and be part of a dynamic and supportive environment that supports your growth and success. Apply today to take the first step in an exciting and rewarding career with blithequark!

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