Team Lead - Patient Engagement Specialist
WHO WE ARE
NeueHealth is a value-driven healthcare company grounded in the belief that all health consumers are entitled to high-quality, coordinated care. By uniquely aligning the interests of health consumers, providers, and payors, we help to make healthcare accessible and affordable to all populations across the ACA Marketplace, Medicare, and Medicaid.
NeueHealth delivers clinical care to health consumers through our owned clinics – Centrum Health and Premier Medical – as well as unique partnerships with affiliated providers across the country. We also enable providers to succeed in performance-based arrangements through a suite of technology and services scaled centrally and deployed locally. Through our value-driven, consumer-centric approach, we are committed to transforming healthcare and creating a better care experience for all.
The Team Lead - Patient Engagement Specialist is responsible for supporting Patient Engagement Specialists (PES) by providing constructive feedback on calls with patients, assisting in issue resolution, and ensuring customer satisfaction. This role involves direct collaboration with the Customer Service Supervisor to offer necessary support to PES. The Team Lead will oversee various aspects, including reporting and monitoring related to Quality Control, Quality Assurance, Call Center Inbound/Outbound Metrics, Queue Surveillance, Oversight of Rescheduling Appointments, PES Coaching Log, and PES attendance tracking. Additionally, the Team Lead will maintain constant communication with the Call Center vendor to ensure alignment with any process changes or updates.
Responsibilities
- Receives and resolves escalated calls from patients as needed.
- Sets the standard for team performance by acting as a role model and mentor.
- Produces assigned reports in a timely manner.
- Collaborates in developing, reviewing, and implementing Patient Engagement (Customer Service) policies and procedures to meet company goals.
- Makes recommendations to improve and assure effective service delivery.
- Maintains oversight for special project tracking, reporting and production as needed.
- Provides feedback to call center agents as needed.
- Monitors, tracks and reports on all re-scheduling requests received at the call center from Medical Centers to ensure completion in timely manner.
- Monitors and shares findings regarding PES coaching needs with the Call Center Supervisor, as well as reporting and logging operational errors identified during calls.
- Assists in any projects related to the call center as needed and supports the call center floor as needed.
Requirements and skills
- Previous experience in a customer support role; healthcare setting is preferred
- Previous experience as a team lead or supervisor
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- High school degree
- Bilingual in English and Spanish is a plus, but not required
We offer comprehensive benefits that include medical/dental/vision coverage, an HSA, an Employee Assistance Program, and Paid Time Off along with 7 annual company holidays.
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