Customer Service Senior Team Lead

MISSION: The mission of the Customer Service Senior Team Lead is to provide excellent customer service to clients, patients, and requestors. This role will be required to meet daily goals and report to the Requestor Support Team Manager with any reoccurring issues for resolution. He/she should align with HealthMark Groups core values, culture, and overall CRAFT of the company.   

The mission of this role is to lead a dedicated customer service team in delivering exceptional, patient-centered service to clients, patients, and requestors. This role will focus on ensuring that performance goals are achieved daily, identifying and addressing recurring issues to enhance service quality, and collaborating closely with the Requestor Support Team Manager to implement effective solutions. This role will embody HealthMark Group’s core values, foster a supportive team culture, and uphold the CRAFT principles central to our company’s mission and vision. 

REQUIREMENTS: The requirement for this role is to have exceptional written and verbal communication skills, along with strong interpersonal abilities to build and maintain successful working relationships with patients, clients, and team members. This position requires a person to be highly detail-oriented, proficient at promptly resolving customer issues, and demonstrate excellent leadership skills to ensure enhancement of the overall patient experience. Excellent follow-up skills and time management are essential.  

***Key Points: Requestor Support: Ensure HealthMark is providing excellent customer service by being client focused.   

Daily Roles and Responsibilities: 

• Assist clients, patients, and requestors with status of requests for medical records. 
• Report any potential Privacy Incident to the Requestor Support Team Manager. 
• Ensure notes are accurate and detailed.  All actions require a note in Med-Release. 
• Making sure we provide detailed information to clients, patients and requestors. 
• Give an overview of all HealthMark-Group department's roles and responsibilities. 
• Know the proper use and understanding of statuses and use of next call dates. 
• Fax and/or email records securely to requestors when requested. 
• Reprocess requests that are missing additional records. 
• Assist requestors and patients on how to submit a request online or by fax. 
• Provide additional assistance on how to download medical records through Med-Release. 
• Field emails or faxes to the appropriate departments. 
• Review all emails and faxes and determine what is needed. 
• Ensure all faxes and emails are handled daily. 
• Enter in requests that are received daily to get processed. 
• Send credit card information and cancellation faxes to Accounts Receivable.  
• Forward Disability paperwork that needs to be completed to the Patient Services department. 
• Assist clients, patients, and requestors with status of request via email. 
• Forward faxes/ emails to correction departments for additional assistance.  
• Monitor chat feature on company website 

• Provide daily coaching and guidance to call center agents, fostering a positive work environment that encourages growth and high performance.
• Develop and monitor KPIs and SLAs, regularly assessing team performance and implementing improvements based on data insights.
• Ensure all interactions reflect the company’s commitment to exceptional customer service, managing escalations and resolving complex issues as needed.
• Develop schedules and manage staffing to ensure adequate coverage during peak hours while optimizing resources. 
• Utilize call center software and analytics tools to assess trends, track performance, and provide actionable insights to senior management.
• Organize training sessions to improve agent skills, knowledge, and compliance with company protocols. 
• Developing and implementing strategies to improve patient experience and streamline administrative processes.
• Quickly and effectively resolve operational or customer issues, implementing long-term solutions to prevent recurrence.

Requirements: 

• 1+ years of customer service 
• 1+ year of high-volume email experience 
• 1+ years of chat experience 

Job Type: Full-time

Pay: commensurate with experience 

• Bilingual not required but a plus. 

Note: This job description is intended to provide a general overview of the position and does not encompass all job-related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve.