Customer Service Team Lead

Innovive Health • Medford, MA

9h • Onsite

About The Position

Position Summary Are you a natural leader with a passion for operational excellence? As our Customer Service Team Lead, you will do more than just manage calls, you will drive the performance of our frontline team. You will be responsible for real-time queue management, strategic scheduling, and the professional development of our Customer Service Coordinators. If you are a data-minded problem solver who thrives in a fast-paced clinical environment, we want you to lead our team.

Requirements

• Bachelor’s degree (or equivalent professional experience).
• Proven ability to supervise staff and manage complex workflows.
• 1+ years in a high-volume Customer Service setting.
• Advanced proficiency in Outlook, Excel, and Word.
• Exceptional interpersonal skills with the ability to escalate issues professionally and lead team meetings.

Nice To Haves

• 2+ years in Home Health or Healthcare; familiarity with OASIS, CMS, or MassHealth guidelines.
• 1+ year of direct management experience.
• Conversational Spanish skills are highly valued.

Responsibilities

• Monitor daily call queues to ensure 100% staffing coverage and optimal response times.
• Create and manage monthly staffing calendars for both standard and After-Hours shifts, ensuring seamless clinical operations 24/7.
• Lead the onboarding and training for new Coordinators; foster a culture of continuous learning through "Coffee Chats," newsletters, and weekly updates.
• Track and report weekly/monthly call volume statistics to identify trends and propose process improvements to senior management.
• Oversee daily clinical operations tasks to ensure the team remains productive and engaged; troubleshoot issues in real-time to support clinical and operations staff.
• Manage the On-Call Clinician staffing calendar and monitor department overtime to ensure fiscal and operational efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level