Job Description
Customer Experience Team Lead – 12:30-9:00pm EST
- Employees can work remotely
- Full-time
- Department: 240 – Customer/Member Experience
Company Description
Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.
Job Description
Shift Hours: Monday-Friday 12:30-9:00pm EST
Pay: 45k
Overview of the Role:
The Customer Experience Team Lead is responsible for supporting the Customer Experience Manager, with meeting the service level metrics and to ensure the quality and level of service to our patients exceeds expectations.
Primary Job Duties:
- Actively manage phone agents productivity and adherence by using real time dashboard monitoring and provide coaching and support to agents.
- Function as a subject matter expert by assisting with escalated phone calls/emails/cases and responding to the Specialists needs in a professional, timely manner.
- Professional communication with teammates, patients, and other guests of Privia.
- Critically analyze a situation and are able to escalate issues to the appropriate internal partners and then meticulously follow through with them to ensure that the customer is served in a timely fashion.
- Identify process improvements, current trends (issue and volumes), and training opportunities, and then report them in a timely manner to your manager.
- Report to Manager any system outages, personnel issues or areas of concern in a timely manner.
- Meet with the Leadership Team monthly to discuss issues, team performance and metrics.
Qualifications
- High School Diploma required, advance certification a plus
- 1+ of Previous management/leadership experience preferred
- Familiar with Healthcare billing and claim resolution is preferred
- Familiar with software such as Word, Excel, Web Browsers and Browser based web applications. Salesforce knowledge preferred
- Excellent written and verbal communication
- Availability to work an 8 hour shift between the hours of 8am – 6pm
- Accessibility to secure, quiet work space with high-speed internet to work remotely
- Must comply with HIPAA rules and regulations
Interpersonal Skills & Attributes:
- Ability to multitask, and identify areas of priority.
- Ability to provide feedback in a positive, constructive manner.
- Problem solver.
- Process oriented, but able to think outside of the box to solve issues.
- Trustworthy, and confidential.
- Team player, focused on creating strong team morale.
- Strong leadership skills.