Assistant Team Lead Tandem

hace 2 semanas

Medellín, Antioquia, Colombia Third Way Health A tiempo completo

About the position:

We are seeking a full-time Assistant Team Lead for our Team. The Assistant Team Lead will support the Team Lead in various administrative and leadership tasks, ensuring efficient team operations and high-quality client services. You will play a key role in supporting different aspects of operations including helping our clients and managing teams. 

Responsibilities:

  • Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc.
  • Provide accurate, satisfactory answers to patients' queries and concerns
  • De-escalate situations involving dissatisfied patients, offering patient assistance and support
  • Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit)
  • Guide patients through navigating the practice website and or troubleshooting the member/patient app
  • Assist the Team Lead in guiding and managing the Members team
  • Provide recommendations and support for allocating team resources effectively to practices/patients as directed by the Team Lead
  • Assist in monitoring team goals and performance measures
  • Participate in evaluating the quality of services provided by the team
  • Ensure patient satisfaction scores meet required levels
  • Provide training and support during service migration for new hires, as needed
  • Offer call support to other team members in the absence of the Team Lead
  • Update process documentation, as needed
  • Manage if the Team Lead is not available

Required skills and qualifications: 

  • Expertise in healthcare (US healthcare sector experience; does not need to be a nurse or doctor) and managing call center operations
  • Strong communication skills, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred)
  • Expertise with telephony and CRM systems, ideally Salesforce
  • Ability to motivate and empower others
  • Excellent conflict resolution and facilitation skills
  • Strong time management and organizational skills
  • Adaptability and flexibility
  • Comfortable working in fast-paced environments
  • Excellent troubleshooting skill

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