Team Lead - Customer Care Center

Job Details

Job Location

Customer Care Center - Aurora, CO

Remote Type

Hybrid

Salary Range

$21.00 - $23.00 Hourly

Job Shift

FTE 1.0

Description

In an aim to help keep our patients, staff, and communities safe, STRIDE requires that all hired employees be fully COVID-19 vaccinated and to obtain an annual flu shot.

STRIDE CHC employees are also required to be screened for tuberculosis and to complete a PPD test.

What will you be doing in this role? A successful candidate will :

General Purpose : To ensure patients receive quality customer service the CCC Lead executes day to day workflows as communicated and coached by the Associate Director.

This position is responsible for conducting monthly call audits and performs the required trainings for newly hired and current Customer Care Center Representatives and works closely with the Customer Care Center Floor Supervisors.

Essential Duties / Responsibilities :

• Fully competent in all Customer Care Center functions in order to provide coverage support when needed.
• Act as the first level go to for Customer Care Center staff providing training, ongoing support and guidance for daily tasks and goal achievement.
• Conducts trainings for new Customer Care Center staff and other STRIDE staff following STRIDE policies and procedures.
• Conducts training for current staff for Customer Care Center and other STRIDE Staff following STRIDE policies and procedures as directed by the Customer Care Center Associate Director.
• Provides regular and ongoing trainings for staff based on staff performance and as instructed by Customer Care Center management team.
• Review reports and ensure reporting tools are updated daily to track phone metrics
• Work to ensure KPI goals are achieved, and progress communicated through appropriate channels to all impacted staff.
• Conduct quality assurance checks and audit appointments scheduled for compliance to STRIDE Scheduling guidelines.
• Maintain all training materials, revise and update as needed.
• Represent CCC in projects as directed by CCC Associate Director.
• Participate in continual improvement activities by creating, implementing, sustaining, and providing ongoing review of standard work for the department.
• Support departmental compliance to organizational policy and procedure by understanding, clearly communicating and monitoring policies, procedures, processes, workflows, logs, manuals, and duties associated with system maintenance and compliance.
• Assist in triage calls and escalated calls when applicable.
• Answers calls to the CCC Supervisor Line and responds to emails to the CCC Management list serve.
• Provides updates to Customer Care Center Staff of all changes that affect the department.
• Provides updates to Customer Care Center management team on staff training projects

Customer Care Center Representative :

• Answers calls from patients and partners
• Schedules and cancels appointments according to preset scheduling guidelines
• Informs and guides patients to resources within or outside of STRIDE
• Assists callers to STRIDE with medical records requests
• Assists callers to STRIDE with specialty referral requests
• Routes messages to clinic staff following STRIDE policies and procedures
• Maintains communications and collaborate with patient, physician, payer representative and STRIDE staff
• Makes outbound calls to patients as directed by CCC Management
• Responds to messages in the STRIDE Patient Portal
• Enters and updates patient information into Electronic Medical Records
• Conducts daily customer care surveys to obtain patient satisfaction data

We Offer $21.00 - $23.00 hourly including :

• Medical, Dental, and Optional Vision Insurance.
• Paid-Time-Off (PTO).
• Company Paid Life Insurance.
• A 401K retirement savings plan & match!
• Flexible Spending Account (FSA) and Dependent Care options.

Qualifications

Knowledge, skill and ability :

• Ability to interact positively and build rapport with patients, coworkers and / or external contacts.
• Ability to work independently and organize work in a manner that ensures accuracy and efficiency.
• Ability to work from procedure manuals.
• Ability to demonstrate the capability to effectively and sensitively respond to the needs and concerns of the full range of STRIDEs diverse patient population.
• Customer service skills, including the ability to diffuse upset patients.
• Skill in using a variety of computer software including but not limited to the internetand MS Office Products.
• Ability to handle sensitive information ethically and responsibly.
• Ability to protect the confidentiality of patient, employee and business information.
• Ability to handle upset callers and de-escalate calls as needed.

Education or Formal Training : High school diploma or GED required.

Experience : 1 year related experience preferred.

Must have excellent communication and problem-solving skills.

Material and equipment directly used : Computer, printer, multi-line telephone systems, fax machine, copy machine, calculator, and all Microsoft Office products including Outlook, Excel and the internet.

Electronic Medical Records software.

Working environment / physical activities : Office environment within a clinical setting. Enters data into computer programs via computer, mouse and keyboard.

Moves about the office environment and occasionally to other locations. Moves / transports objects up to 25 lbs infrequently.

Communicates information to others via email and telephone. Discerns / analyzes information from others to assist in decision making.

Join Us. Together We Improve lives.

STRIDE conducts a background check, including criminal history, education, license and certification.

STRIDE recognizes and appreciates the rich array of talents and perspectives that equal employment and diversity can offer our organization.

STRIDE is committed to making all employment decisions based on valid requirements. No applicant shall be discriminated against in any terms, conditions or privileges of employment or otherwise be discriminated against because of the individual's race, creed, color, religion, gender, national origin or ancestry, age, mental or physical disability, sexual orientation, gender identity, genetic information or veteran status.

STRIDE does not discriminate against any "qualified applicant with a disability" as defined under the Americans with Disabilities Act and will make reasonable accommodations, when they do not impose an undue hardship on the organization.

A successful candidate will live STRIDE ICARE values :

Integrity doing the right thing even when no one is watching.

Compassion meeting the patient where theyre at with empathy.

Accountability doing what we say were going to do.

Respect showing attention to human dignity.

Excellence having a growth mindset; striving to learn more and practice continuous improvement.