Client Services Supervisor
Are you passionate about healthcare and having an impact on patient lives?
Custom Health is seeking a Client Services Team Lead to be part of our amazing team!
What we do!
Custom Health provides a comprehensive tech-enabled med management and managed care solution resulting in 98% medication adherence for our patients across the United States and Canada. Operations are powered by proprietary software which orchestrates: i) fully automated owned and network pharmacies, ii) at-home medication management solutions, iii) real-time clinical oversight by 200+ pharmacist-lead clinicians, and iv) the collection of real-time, real-world data and insights.
What you'll do!
The Client Services Team Lead will serve as a mentor and first point of contact for the client services team. A successful Team Lead will be able to manage competing priorities in a fast-paced environment while maintaining a high degree of organization and attention to detail. The person will be required to have excellent communication (written and verbal), interpersonal, mentoring, and conflict resolution skills.
Job Duties:
- Drives and coordinates the training and onboarding of new team members
- Handles shift scheduling of team members, ensuring adequate phone and email coverage during business/weekend/after-hours, being mindful of Service Level Agreement (SLA) requirements
- Reviews any shift schedule changes with management
- Reviews and approves vacation requests with team members and notifies management of any requests that cannot be fulfilled
- Runs once daily stand-up meetings with the team
- Actively help to identify and develop initiatives to improve overall operating procedures and outcomes for the department
- Be knowledgeable/an expert on our departmental SLA’s, escalation, and service processes
- Oversees and manages the daily workflow and workload among the team
- Conducts one on one biweekly meetings with team members as a mentor to check in on any concerns the Client Services Analyst (CSA) may have, and provide coaching on professional development
- Collects Key Performance Indicator (KPI) and Quality Assurance Review call and case data for team members once monthly and reviews with individuals and management
- Escalates SLA concerns, product escalations, customer complaints, and team member concerns to management as needed
- Maintains and supports the escalation process between all CSA tiers
- Maintains excellent product knowledge and functions as a subject matter expert and resource for the team
- Provides overflow support for all products
- Participates in internal and customer meetings as needed
- Acts as the primary escalation point for any unresolvable high-severity client issues or sick call-outs for the team during and outside of Monday-Friday business hours
- Ad hoc departmental reporting and performing other duties as assigned
Job Qualifications:
- Minimum 5+ years of relevant customer support or leadership experience
- Experienced in the use of Microsoft Excel, Word, Outlook, and Salesforce
This role is primarily remote, but the selected candidate may be required to come into the office as needed for important meetings, training sessions, and team collaborations.
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Stop the guesswork. Guessing is fun. But not when it comes to medication.
Custom Health is a tech-enabled health services company. We connect people with community pharmacists to manage drug complexity and maximize health benefits through personalized medication delivery, virtual monitoring, and proactive care. Our fully automated, high-volume central-fill pharmacy hubs, proprietary health platform, and medication adherence network power a robust, scalable solution to chronic condition management that leads to better patient outcomes and total cost of care reduction.
Together, we can support everyone to be successful in their roles. We know that supporting our employees means our customers, patients, and their families get the information and services they need to be successful.
Want to learn more about what we do? Watch this video. https://youtu.be/u8pcZN6kiJ0
Sound interesting? Ready to have some fun? Then apply today.
Custom Health is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.