Job Description
Team Lead, Patient Services
Remote
Join the frontlines of today’s healthcare transformation at VillageMD as a Team Lead, Patient Services (Remote)!
Why VillageMD?
At VillageMD, we’re looking for a Patient Services Team Lead to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we’ve partnered with many of today’s best primary care physicians. We’re equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.
We’re creating care that’s more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we’re looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.
Could this be you?
The Patient Service Team Lead is responsible for supporting SSCC Patient Services Representatives, SSCC Leaders, Practices and their Providers, etc. by supporting new hire integration, various call monitoring, assist the staff via Teams CHAT, handling escalated calls, support the team in a leadership capacity when needed, running various reports and providing necessary coaching and/or training.
How you can make a difference
- New Hire Integration and supplemental quality monitoring efforts (Will have a direct impact on error reduction)
- Listen to random recorded calls and provide necessary coaching and feedback (Will have a direct impact on error reduction)
- Perform live monitoring and provide immediate coaching and feedback (Will have a direct impact on error reduction)
- Support the Team Chat(s)
- Handle escalated calls when needed
- Assisting with escalations by conducting root cause analysis and providing coaching and feedback
- Support the team in the absence of the supervisor
- Running the non-compliance reports
- Completing the Virtual Trackers
- Assist with any coaching and/or training for the team individually and/or groups
Skills for success
- Adaptability: handles frequent or unexpected changes with a positive attitude
- Collaboration: ability to establish and maintain effective and working relationships with managers, team-members, and other customers
- Communication: speaks clearly, listens and gains clarification when needed, and responds well to questions
- Confidentiality: complies with HIPAA confidentiality standards when accessing or communicating patient information
- Diversity: shows respect and sensitivity for cultural differences
- Humility: low ego; engenders trust; respectful
- Self-motivated: energetic self-starter, strong sense of ownership with personal accountability
- Teamwork: is open and objective to other’s views, gives and welcomes feedback, and contributes to positive team spirit
Experience to drive change
- Ability to work a flexible schedule (some nights and weekends) required
- High school graduate or GED
- Minimum of two (2) years customer service experience in a call center required
- Minimum of one (1) year of leadership experience, direct or indirect
- Bilingual English and Spanish, preferred
- Prior experience in a medical office, preferred
For Colorado Residents only: The base compensation range for this role is $18.00 to $24.00. At VillageMD, compensation is based on several factors including but not limited to education, work experience, certifications, location, etc. This role may be eligible for annual/quarterly bonus incentives (if applicable), and the selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan with company match.