Customer Experience Team Lead

Company Description
Privia Health elevates the patient-provider relationship by delivering tools, talent, and technology built to transform healthcare. Our proven, physician-focused platform is designed to reduce unnecessary costs, achieve better outcomes, and improve patient health and provider well-being.

Title/Position: Customer Experience Team Lead
Department or Business Unit: Practice Operations, Customer Experience
Reporting Structure: Manager, Customer Experience
Employment Type: FTE
Exemption Status: Non-Exempt
Min. Experience: Entry/Mid-level
Travel Required: None
Overview Of The Role
The Customer Experience Team Lead is responsible for supporting the Customer Experience Manager, with meeting the service level metrics and to ensure the quality and level of service to our patients exceeds expectations.
Primary Job Duties

• Function as a subject matter expert by assisting with escalated phone calls/emails/cases and responding to the Specialists needs in a professional, timely manner.
• Actively manage phone agents productivity and adherence by using real time dashboard monitoring and provide coaching and support to agents.
• Critically analyze a situation and are able to escalate issues to the appropriate internal partners and then meticulously follow through with them to ensure that the customer is served in a timely fashion.
• Meet with the Leadership Team monthly to discuss issues, team performance and metrics.
• Report to Manager any system outages, personnel issues or areas of concern in a timely manner.
• Professional communication with teammates, patients, and other guests of Privia.
• Identify process improvements, current trends (issue and volumes), and training opportunities, and then report them in a timely manner to your manager.

Qualifications

• Excellent written and verbal communication
• Availability to work an 8 hour shift between the hours of 8am - 6pm
• Familiar with software such as Word, Excel, Web Browsers and Browser based web applications. Salesforce knowledge preferred
• Accessibility to secure, quiet work space with high-speed internet to work remotely
• Familiar with Healthcare billing and claim resolution is preferred
• Must comply with HIPAA rules and regulations
• High School Diploma required, advance certification a plus
• 1+ of Previous management/leadership experience preferred

Interpersonal Skills & Attributes

• Strong leadership skills.
• Problem solver.
• Team player, focused on creating strong team morale.
• Ability to provide feedback in a positive, constructive manner.
• Trustworthy, and confidential.
• Ability to multitask, and identify areas of priority.
• Process oriented, but able to think outside of the box to solve issues.

Additional Information
Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.
Technical Requirements (for Remote Workers)
In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.
Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.