Customer Care Team Lead

Customer Care Team Lead oversees a team of customer care agents, ensuring the delivery of high-quality patient service and support. This role involves coaching team members, managing daily operations, handling escalated issues, and working cross-functionally to improve the patient experience.

Key Responsibilities:

•Supervise, train, and support a team of customer care agents.

•Monitor team performance metrics, ensuring service level agreements (SLAs) and quality standards are met.

•Provide feedback, conduct performance evaluations, and implement development plans.

•Handle complex or escalated patient concerns and resolve issues promptly.

•Assist with scheduling shifts and ensuring adequate staffing coverage.

•Collaborate with hospital departments to streamline service delivery and resolve interdepartmental issues.

•Identify trends in patient feedback and propose process improvements.

•Prep...