Back to jobs
Member Experience Team Captain
Nashville, TN
At Tend, we do dental differently.
Tend is rewriting the playbook of modern dentistry by building a company around the patient and the provider. We believe that with the power of technology, a hospitality-driven mindset, and a top tier clinical team, we can make going to the dentist something to look forward to. Our vision is to transform the dental experience into one that is empowering, human and personalized.
Since launching in 2019, we have provided exceptional care to over 100,000 patients across five major cities: New York, Washington DC, Boston, Atlanta and Nashville. With thousands of five-star reviews, Tend has become one of the country's top-rated and in-demand dental practices, with over 650 team members to support this mission. We’re continuing to grow quickly and looking for the best of the best to come join our team.The Team Captan role has recently opened up for our Member Experience team! We're interviewing for a compassionate & skilled Customer Support Team Captain who can lead our Member Experience team in ensuring the consistent delivery of a high-quality patient experience. Keeping our Tend values at heart you will oversee our customer care function to provide concierge-like support to our patients. Working in a collaborative & engaging environment, you’ll truly impact and influence the overall Tend experience.
About the Role
- Hire, train, and manage a team of up to 25 Member Experience Specialists and Team Leads in providing support for patients
- Manage employee and team performance around inbound/outbound patient communication
- Guide team through difficult calls or issues, manage escalations, or handling issues that cannot be fielded by specialists or team leads
- Prepare reports to analyze data and metrics to improve processes, ensure resources are properly allocated, and maximize efficiency and patient satisfaction
- Partner with management team members to identify trends and establish team goals
- Establish workflows and processes to meet KPI’s and performance goals
About You
- Bachelor’s degree preferred
- Demonstrated leadership skills with a minimum of 2 years experience managing a team, preferably in a call center, retail, hospitality, or sales setting
- Proven success in patient/customer conversion & engagement
- Strong coaching and leadership skills, ability to motivate employees
- Takes pride in your work and and holds yourself and team to the highest standards
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Exceptional interpersonal, customer service, problem solving, verbal and written communication, and conflict resolution skills
- Decisiveness and attention to detail
- Experience with various technology platforms used in support of patient/customer care, experience with Salesforce preferred
- Positive and proactive can-do attitude
- Bilingual with English and Spanish language fluency is a plus but not required
The Tend Difference
The highest standard of care, anywhere.
You’ll work with highly-esteemed clinical leadership and experience-obsessed colleagues to provide the best patient experience possible, with access to technology that’s head and shoulders above the average practice. You’ll have exciting opportunities to collaborate with talented team members to make visits extraordinary. Our hospitality-driven approach to care means that patients actually look forward to seeing you.
A top-tier clinical team who puts patients first.
We value science over sales, and promote a culture of warmth and hospitality — our teams are recognized for going the extra mile for our patients. We trust our providers to put patient needs first, and never implement production quotas. We offer a warm, collaborative culture and are proud to be an inclusive, curious team driven by excellence.
Innovate Dentistry. Tend to Others. Grow Together.
Tend has become beloved by patients and providers alike for combining beautiful work environments with cutting-edge clinical technology. Our providers are rewarded based on an innovative pay structure, as well as education programs that are training the next generation of industry leaders. And our top-notch total rewards packages include both best-in-class benefits and compensation. You’ll not only have the chance to be part of a thriving, industry-changing company, but empowered to become an expert in your field and supported through continuing education.
Tend is an Equal Opportunity Employer.
Tend is committed to promoting a work environment in which differences are respected, employees are treated fairly, and individual contributions are valued and rewarded. We are proud to be an Equal Opportunity Employer. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Please refer to our Privacy Policies linked here.
Apply for this job
*
indicates a required field