Care Team Lead

| Greater Denver Area
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Care Team Lead

About Us

DispatchHealth has redefined health care delivery to offer on-demand acute care and advanced medical care for people of all ages in the comfort of their own home. DispatchHealth's emergency medicine and internal medicine-trained medical teams are equipped with all the tools necessary to treat common to complex injuries and illnesses. DispatchHealth works closely with payers, providers, health systems and others to deliver care in the home to reduce unnecessary emergency room visits, hospital stays and readmissions. Acute care medical teams are available seven days a week, evenings and holidays, and can be requested via app, online or a quick phone call. DispatchHealth is partnered with most major insurance companies. For more information, visiDispatchHealth.com.

Mission: Provide patient-centered care through the power of technology, convenience, and service. 

Job Summary:

DispatchHealth is creating the most advanced and complete in-home care model in the world. As a key contributor toward that goal, the Care Team Lead for the DispatchHealth Care Team serves as a pivotal role in bringing care to the patient’s tome as an alternative to hospitalization. This position brings team building orientation, customer service experience and foundational leadership skill to our innovative team. The ideal candidate is driven, willing to learn, highly personable with a customer-first mentality. This person will act as a liaison between our care team ambassadors and the management team.

Job Duties:

  • Works closely with workforce management, Care Managers, Director of Care and Director of Care Support
  • Coaches, motivates, and works with managers to build and maintain a culture of exceptional service, teamwork, and high performance
  • Ensures Care Team ambassadors are equipped to manage issue escalation, troubleshooting, and are aligned with current company priorities to deliver on the highest level of service for each medium of service: inbound/outbound calls, emails, chats, etc.
  • Leads the Care Team to meet organizational objectives related to customer service, patient assignment, patient satisfaction, clinical support and clinical team support
  • In partnership with Care Team managers and ambassadors, sets goals for and monitors daily, weekly and monthly performance in productivity and quality dashboards across all service lines
  • Creatively Problem Solve, support the customer support experience from initial resident outreach, triage and troubleshooting where appropriate, and flagging management when issues need to be escalated.
  • Improve the Support Process: As the Supervisor within DispatchHealth’s support and customer experience department, this individual will play a supportive role in projects to help build and improve internal processes to drive toward a world-class customer experience

Job Requirements/Qualifications

  • 2+ years of experience in sales/service operations or call center
  • Familiar with call center technology
  • Familiar with QA/WFM concepts
  • Ability to oversee brick and mortar call centers and remote call centers in multiple locations
  • Excellent verbal and written communication skills
  • Bachelor’s Degree preferred

Preferred

  • Healthcare call center experience
  • Sr. level or lead experience
  • Led a team of over 10 - 15 agents

Competencies/Qualities

  • Strong communication skills: This person cannot work in a silo – much of their effectiveness depends on teamwork with others. Their areas of practice require reliable, open, responsive communication in order to meet patient and company needs.
  • Cultural openness: This person will be open to learning from patient, leaders and other members of the team about values, beliefs and how they see the world – all which may be very different from their personal culture and beliefs.
  • Respect for others: This persons’ role requires patients and understanding while setting reasonable boundaries and expectations.

Benefits:

  • Career growth and investment
  • Be part of an innovative, exciting and progressive company
  • Competitive health & wellness benefits
  • 401k
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ElixirLanguages
    • jQueryLibraries
    • ReactLibraries
    • FlaskFrameworks
    • Ruby on RailsFrameworks
    • PhoenixFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail

Location

RiNo is "Where Art Is Made" in Denver and you can always finds something new and exciting to check out around the neighborhood.

An Insider's view of DispatchHealth

What’s the vibe like in the office?

Working at DispatchHealth means working in a collaborative and supportive environment. With an open-office feel and the option to work from home if needed, I think our employees feel more connected to their jobs and co-workers.

Spencer Kline

Vice President, Growth

What projects are you most excited about?

The main focus for our product and engineering team is to build experiences for our users that make their job easier so they can deliver an exceptional patient experience. I'm excited to ensure a stable, reliable and secure platform capable of serving a large increase in patient volume, and build products that our users love by soliciting feedback.

Nabeel Meghji

Senior Vice President, Product Management

How does the company support your career growth?

It's incredible to work leaders that are true trailblazers in the healthcare industry. They set high expectations, but they listen to feedback and inspire their employees to reach higher, dream bigger, and achieve greater. With their support, I feel empowered to make a lasting impact.

Amelia Sprague

Director, Marketing and Communications

What unique initiatives do you have that encourage innovation?

I love watching DispatchHealth employees work together to improve how patients access great care. As we continue to transform and expand rapidly, staying enthusiastic and focused on our core purpose will help us continue to innovate and transform the healthcare industry.

Mark Prather

CEO

What makes someone successful on your team?

We have a lot of problems to solve in order to drive the business forward. Successful people in data/analytics are those who are comfortable being uncomfortable and who love to constantly learn new things. While they bring a solid base of knowledge in our primary tech stack, they are constantly finding new ways to meet business challenges.

Dan Edstrom

Business Intelligence and Analytics Leader

What are DispatchHealth Perks + Benefits

Culture
Volunteer in local community
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
DispatchHealth offers you a choice of two Health Flexible Spending Accounts (Healthcare or Limited Purpose) and a Dependent Care Flexible Spending Account.
Disability Insurance
Dispatch Health provides STD coverage at no cost to you. LTD coverage provides income when you have been disabled for 90 days. Your benefit is 60% of your monthly earnings, up to $10,000 per month.
Dental Benefits
Dispatch Health offers competitive benefits designed to provide high quality dental care.
Vision Benefits
Dispatch Health offers competitive benefits designed to provide high quality vision care.
Health Insurance Benefits
DispatchHealth offers you a choice of 4 plans: Two (2) HDHP Plans (HSA Open Access Plus and HSA Choice Open Access Plus) and two (2) PPOs (OAP Mid and OAP Choice Plans).
Life Insurance
DispatchHealth provides basic life insurance of $25,000 at no cost to you. Beneficiaries receive a lump sum payment if you die while employed by DispatchHealth. AD&D & Voluntary Life are provided.
Onsite Gym
Free gym access & the most unique healthcare culture in Denver
Retirement & Stock Options Benefits
401(K)
Company established 401k retirement plan in partnership with Vanguard
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Happy Hours
DispatchHealth provides monthly Happy Hours at local establishments
Parking
Open parking for all employees at no cost
Pet Friendly
DispatchHealth supports a pet friendly atmosphere.

Additional Perks + Benefits

DispatchHealth has partnered with InfoArmor to offer identity theft protection for employees and family members.

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