Customer Service Rep - Team Lead

Job Description

Job Description

Title: Customer Service Rep - Team LeadOver the past 27 years, Alpine Home Medical has become a trusted leader in the home medical equipment industry by combining exceptional customer service, strong payer partnerships, and a commitment to ethical business practices. We are dedicated to helping patients access the equipment and support they need to live safely and independently at home. As our organization continues to grow, we remain focused on innovation, compassion, and delivering the highest level of care to those we serve.What is a Customer Service Rep - Team Lead?The Team Lead is responsible for supervising and developing a team of Care Case Managers, monitoring performance and workflow, ensuring compliance with company requirements, and resolving escalated patient or referral source concerns. Working closely with leadership and cross-functional departments, this individual drives operational efficiency, maintains high quality standards, and fosters a positive, patient-centered culture.Job Essentials:Professionally assist our patients with the intake process and inquiries.Professionally interact daily with stores and referral sources.Efficiently updates and verifies patient demographics, insurance, and contact information.Readily identify our patient's needs, build, and foster a positive customer relationship, and provide possible solutions to customers.Respond appropriately and accurately to patient questions and concerns with a friendly and attentive attitude, doing your best to give the patient the best experience possible.Track team KPIs, productivity, customer satisfaction, and revenue performance.Perform other duties as deemed appropriate by management.Regular, dependable attendance and punctuality.Qualifications:3+ years of over-the-phone customer support experience.1-2 years of experience leading a team.Demonstrated basic computer skills and the ability to multi-task.Professional etiquette and strong interpersonal communication skills.Superior customer support skills, with the ability to quickly identify patient needs and provide effective solutions with professionalism. You should be able to "smile" over the phone, so to speak.Problem solving ability, analytical skills, self-motivation and able to work well in an office environment.A "can do", positive attitude, participating as a polite and cooperative team member.Attention to detail is a must.The ability to handle several tasks with interruptions.A High school diploma or G.E.D.Bilingual (English/Spanish) - is a plus.Physical Requirements:Interact with others requiring the employee to communicate information.Operate computers, and other office equipment requiring dexterity in fingers and hands for data entry and input tasks.See and read computer monitors and documents.Sit or stand for long periods of time to perform work on a computer, telephone, or other equipment.Why Work Here?Comprehensive benefits including medical, dental, vision, 401K matching, short-term/long-term disability, and an employee referral program.8 paid company holidays plus PTO.A team-oriented culture and friendly work environment.