CUSTOMER CARE LEAD

Description

The Customer Care Lead is responsible for providing superior customer service to customers to 

ensure a smooth flow of inquiries and complaints by effectively managing a team made up of customer 

service coordinators. The Customer Service Lead is responsible for leading the Customer Care 

Department in meeting all service levels required by the company. 

Essential Job Functions:

• Assist in managing administrative activities for the Department

• Maintain sensitive and confidential information

• Provide a positive customer experience when interfacing with our company

• Maintaining high service levels to our clients

• Provide first level of customer escalation to effectively resolve customer inquiries/concerns

• Receive incoming orders/communication via facsimile from referral sources and customers

• Place orders and obtain accurate billing information, along with the necessary documentation 

needed to complete the order

• Answer incoming telephone calls from referral sources and customers

• Review patients’ insurance benefits to make sure they qualify for the equipment/supplies

• Document each patient account that has been worked

• Follow up on all open tasks in a timely manner

• Maintain working knowledge of current home care products and services offered by SG 

Homecare and all applicable insurance guidelines regarding eligibility for coverage and 

reimbursement

• Monitor phone ques and ensure customer care coordinators logged in as assigned, and take 

their required rest and meal breaks

• Sends daily phone and order report to Supervisor and Manager

• Ensure Customer Care inbox counts and outstanding sales orders are kept to a minimum

• Sends monthly calendars for Oncall and Email rotation

• Motivate, coach, inspire, train and direct the customer service team

• Perform other duties as assigned

• Must participate in mandatory on-call and call-back program to respond to emergencies

Requirements

Minimum Qualifications:

• Three years of Customer Service experience

• Minimum one year prior experience as a Lead or Supervisor

• Excellent organization, follow-up skills, and the ability to multi-task

• Ability to handle escalated calls in a professional manner

• Call center or medical / healthcare environment experience preferred

• Excellent listening skills and communicate in an empathetic manner

• Ability to communicate professionally and tactfully, both orally and in writing.

• Knowledge of major insurance carrier reimbursement guidelines and eligibility coverage is a plus

• Ability to work in a fast-paced environment, multitasking while keeping the focus on the 

customer

• Must be able to work evenings, weekends, and holidays if needed

• Able to operate office equipment including computers and supporting word processing, 

spreadsheet, and database applications. Working knowledge of Microsoft Office (i.e. Word, 

Excel, Outlook)

Physical Demands and Working Environment

The conditions herein are representative of those that must be met by an employee to successfully 

perform the essential functions of this job. Reasonable accommodations may be made to enable 

individuals with disabilities to perform the essential job functions.

Environment: Standard office setting; tasks are regularly performed without exposure to adverse 

environmental conditions; frequent interaction with staff and the general public. The role requires that 

you wear a headset, take 40-50 calls per day (at times back-to-back), access and work within multiple 

systems while addressing callers’ concerns in real time.

Physical: Incumbents require sufficient mobility to work in an office setting; stand or sit for prolonged 

periods of time; operate office equipment including use of a computer keyboard; light lifting, carrying, 

pushing and pulling; ability to verbally communicate to exchange information.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer 

screens and printed documents; and to operate assigned equipment.

Hearing: Hear in the normal audio range with or without correction