Consult Support Lead (Shift - 2:00Pm-10:30Pm)

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.
The Opportunity
The Consult Support Team Lead will be responsible for supporting the Operations Supervisor and assisting in the day-to-day operation of the Consult Support and Command Center functions. These functions have a primary focus of reviewing various data elements to ensure timely delivery of healthcare to our patients by our network physicians. The team is staffed 24 hours a day, 365 days a year.
The activities of the Team Lead may vary daily and could include taking hands-on responsibilities of Consult Support Specialist (CSS) assignments, providing direction, training, coaching and leadership to CSS team members, performing quality audits, and partnering with other CSS leaders to ensure organizational strategies are being implemented.
The shift for this role will be 2:00pm-10:30pm. This team provides 24/7/365 support to our members. The weekly set off days will vary based on the needs of the business.
Responsibilities

• Identify, document, and communicate daily trends and communicate to Stakeholders.
• Acts as liaison between IT and Operations to establish / maintain strong exchange of information on any technical or system issues.
• Build and maintain a professional rapport with all Network Providers to offer real time assistance and ensure they have the appropriate access to systems and tools necessary to perform consults.
• Acquire full knowledge and understanding of various products/proprietary systems to develop into a subject matter expert to assist with processes across product lines.
• Perform other duties as directed.
• Review, analyze & research various data points that could impact department KPIs and take corrective action to resolve the situation.
• Ability to assess circumstances relevant to the KPI and provide direction to internal and external stakeholders in real time and 4 hours look ahead.
• Responsible for providing detailed documentation, adequate end of shift notes, accurate information in assigned logs to ensure there is seamless communication within the department.
• Expected to host and attend Team huddles, team meetings or debriefing.
• Provide coaching, training, and real time assistance to front line staff as needed in partnership with supervisor.
• Ability to provide a quality driven experience for our members and providers.

Candidate Profile

• Workforce Management/Planning preferred
• Experience in health care or mental health care, preferred.
• Proficient in MS Word, Excel, PowerPoint
• Proactive, resourceful, and strong team player.
• Demonstrates strong analytical and critical thinking skills.
• Ability to adapt to changes in work environment.
• Undergraduate Degree preferred
• Represent Teladoc to members, providers, and clients in a courteous and professional manner.
• 1 year of prior leadership or training experience is required (will consider applicable experience with Teladoc in lieu of requirement)
• Attention to detail is a must.
• 2+ Years in Customer Service Operations required
• Ability to follow a process that is outlined by leadership.
• Ability to work independently.
• Possess the ability to work on multiple projects, define tasks and assign priority level with minimal supervision.

The base salary range for this position is $50,000 - $55,000 . In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2023 . Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.
Why Join Teladoc Health?
A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.
Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.
Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.
Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.
Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.
As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.
Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.