Lead, Customer Care

Position Overview:

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

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)