Care Team Lead
Greater Denver Area
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.