Team Lead, Patient Support

Job description

Overview YOUR PASSION, ACTIONS & FOCUS is our Strength Become one of our Contributors: Join the Caretria Team!: The Team Lead, Patient Support would have the responsibility to monitor team activity and effectiveness, manage queues in the Call Center Software as unexpected increases/decreases in volumes dictate, update FAQs as required, handle escalations, expedite tickets issued by the teams, assist in training Responsibilities: KEY RESPONSIBILITIES: The above duties are meant to be representative of the position and not all-inclusive. - Lead team or group performance to meet or exceed daily, weekly, monthly goals established by Pharmacy Leadership team. - Participate in training, daily monitoring and coaching of team members. - Motivate and encourage agents through positive communication and feedback. - Assist and provide guidance to staff for handling call escalations. - Provide administrative support to the department Supervisor and/or support staff relative to department. - Troubleshoot problems until resolved. - Schedule employees, report and maintain files. - Use the time reporting system; signing and reporting all exception time on a weekly basis. - Complete other administra...