Provider Support Agent - Lead

 Are you EPIC?  

Do you have the ability to demonstrate, understand and apply HFD’s core purpose and  
values in all that you do? At HFD our core purpose is to help the underserved live healthier. To accomplish this mission, we must ensure that our team is aligned with our E.P.I.C. values:  
  

• Excellence: Always exceeding expectations!  
• Passionate: Executing with boldness!  
• Innovative: Pioneering a better way!  
• Collaborative: Together we win!  

The EPIC Provider Support Lead we are looking for:  

We are seeking?a Provider Support - Team Lead to collaborate closely with the Director of Call Center Operations, ensuring the seamless functionality of the department as a cohesive unit. The Team Lead oversees daily escalations for their team. Their role involves inspiring the team, supporting goal achievement, and assessing employee performance. They evaluate metrics associated with call center operations and guarantee that the service provided to customers aligns with the highest standards. 

• Assist staff in executing intricate responsibilities. 
• Ensure that all Customer Support calls, tasks, emails, and correspondence are managed in accordance with SLA and compliance standards. 
• Deliver strong leadership, guidance, and support to team members. 
• Manage the Quality Assurance program and consistently provide feedback to the team.  
• Assess information and appraise outcomes to identify the optimal solution and address challenges. 
• Guide the team to enhance productivity, address challenges, and execute strategies for process improvement. 
• Ensure that every team member possesses a comprehensive understanding of all HFD policies and procedures. 
• Perform evaluations of staff performance. 
• Conduct weekly meetings with direct reports to review performance metrics and focus on development, while providing a detailed report to the supervisor each week that outlines accomplishments, areas for improvement, specific performance goals, and the effectiveness of systems. 
• Inspire team members to achieve departmental goals and objectives. 
• Stay informed about the latest developments in Customer Support Operations.  
• Support the development of training materials for new employees. 
• Serve as a liaison for the designated Customer Support Associates.   
• Verifying the accuracy of department timecards. 
• Support the creation and oversight of departmental KPIs. 
• Ensure exceptional quality and foster collaboration in every interaction. 
• Ability to pay close attention to detail and be self-motivated?  
• Ability to multitask and excel in a fast-paced environment  
• Beginner / Intermediate proficiency in Microsoft excel  

Benefits:?  

• Medical, Dental, Vision Insurance?  
• 401k with 3% company match.?  
• Time off: Unlimited PTO, 6 days of paid sick time, plus 6 paid holidays.?  
• EPIC company culture?