Customer Service Team Lead

Dynamic Synergy LLC • Mishawaka, IN

1d • Onsite

About The Position

The Customer Service Team Lead oversees the effective day-to-day operations of 1-2 teams within the Customer Service department, with emphasis on providing guidance and training to Team Supports and team members, problem solving and implementing solutions.

Requirements

• Strong knowledge of durable medical equipment, typically gained in 3+ years of experience.
• Advanced understanding of insurance guidelines and billing, including rules, limits, verification procedures, cost/reimbursement rate issues, etc.
• Minimum of 2 years of leadership experience in fast-paced environment.

Nice To Haves

• Degree in related field
• Previous experience with system such as HDMS, with ability to adapt easily to similar systems.

Responsibilities

• Provides daily direction and communication to Team Supports and team members so that customer service tasks are completed in a timely, efficient and knowledgeable manner.
• Handles human resource management issues among teams, including completion of employee reviews, coaching, corrective action, timecard review/correction, time off approvals, etc.
• Intervenes as needed when customer service challenges escalate and must be addressed at a higher level.
• Provides training and resources, including updating the intranet wiki, so that team members are equipped to do their jobs.
• Identifies opportunities for process improvements and implements solutions.
• Monitors and tracks productivity; keeps Customer Service Manager informed of any related issues.
• Submit overview reports to management as requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed