Sleep Education Team Lead-Customer Service

IU Health • Indianapolis, IN

21h • Onsite

About The Position

We are looking for team members who are passionate about challenging and significant work for the good of every patient. We are searching for individuals who are compassionate, serve with a purpose, are dedicated to supporting their team, and who seek excellence every day. Our Sleep Education Team Lead handles escalated patient/customer inquiries and complaints with the ability to investigate and resolve. Identifies trends in recurring issues and offers ideas for process improvement initiatives. Provides mentorship and coaching to the team through ensuring the daily tasks are executed and provides ongoing feedback. Monitors daily workflows and organizes appropriate coverage. Leads onboarding and training of new team members. Partners in team member engagement, patient satisfaction, and supports day-to-day team questions, training support, and coaching for their assigned team. Promotes and ensures a positive work environment that endorses growth in learning and development. Serves as a champion for the IU Health Values and maintains constant focus on providing exceptional team member experience and support.

Requirements

• High School Diploma/GED is required.
• Requires 7-10 years of relevant experience.
• Requires knowledge of applicable products and markets.
• Requires working proficiency in MS Office (Word, Excel, PowerPoint).
• Must be familiar with the software used to connect with customers and gather their information.

Nice To Haves

• Associate's Degree is preferred.
• Previous leadership experience is preferred.

Responsibilities

• Handles escalated patient/customer inquiries and complaints with the ability to investigate and resolve.
• Identifies trends in recurring issues and offers ideas for process improvement initiatives.
• Provides mentorship and coaching to the team through ensuring the daily tasks are executed and provides ongoing feedback.
• Monitors daily workflows and organizes appropriate coverage.
• Leads onboarding and training of new team members.
• Partners in team member engagement, patient satisfaction, and supports day-to-day team questions, training support, and coaching for their assigned team.
• Promotes and ensures a positive work environment that endorses growth in learning and development.
• Serves as a champion for the IU Health Values and maintains constant focus on providing exceptional team member experience and support.

Benefits

• 401(K) retirement savings with employer match
• Tuition reimbursement
• Student loan forgiveness - Government program that may allow qualifying participants to have the remainder of their student loan balance forgiven (after a set amount of time and specific qualifications have been met).
• Employee Assistance Program – Counseling at no cost to you
• Healthy Results - Participation in our team member wellness programs award points that contribute toward a biweekly financial incentive in your paycheck! The more you participate, the more you earn!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED