Patient Satisfaction Specialist Senior Team Leader

The responsibilities for this job include, but are not limited to, the following:

• Supervising all Patient Satisfaction Specialists (PSS) to ensure that all individual and team goals are met;
• Submitting reports as required from Patient Satisfaction Specialist Supervisor with statistics of all call and team activity;
• Coordinating training of new hires and required refresher training;
• Monitoring Call Management System to ensure all call metrics are achieved;
• Monitoring Call center scheduling programs;
• Holding focus sessions with direct reports for PSS team;
• Performing audits of PSS Team Leader call monitoring;
• Providing focus sessions with PSS Team Leaders to ensure quality and time management;
• Assisting PSS Supervisor to lead engagement activities to ensure cohesive and positive team environment;
• Providing escalated call support to PSS Team Leaders and PSS team when necessary;
• Administering department incentive program;
• Performing other assignments as directed by Patient Accounts Manager and Vice-President of Patient Accounts.

Minimum education and professional requirements include, but are not limited to, the following: 

• High school graduate or equivalent;
• Two years’ of related or Patient First experience (preferred);
• Proven ability to effectively manage people;
• Excellent written and verbal communication skills;
• Knowledge of general insurance policies (preferred);
• Excellent computer skills, including Microsoft Word and Excel;
• Experience training and providing feedback to new and existing team members.