LEAD, CUSTOMER CARE at Stance Health Solutions

Glendale, California, United States -

Full Time

Start Date

Immediate

Expiry Date

13 May, 26

Salary

25.0

Posted On

13 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Administrative Management, Confidentiality, Escalation Management, Order Processing, Billing Accuracy, Insurance Verification, Documentation, Follow-up, Product Knowledge, Monitoring, Reporting, Coaching, Training, On-Call Response

Industry

Hospitals and Health Care

Description

Description 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 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)

Responsibilities

The Customer Care Lead manages a team of customer service coordinators to ensure superior customer service, handling inquiries and complaints while meeting all departmental service levels required by the company. Essential functions include assisting with administrative activities, maintaining high service levels, acting as the first level of escalation, and monitoring team performance.