Client Support Representative- Supervisor

Client Support Lead

Global TekMed Holdings is dedicated to simplifying the intricate processes faced by Veterans through innovative technology and exceptional service. We take pride in honoring all Veterans by providing an unparalleled client experience and acting as their reliable partner in navigating complex procedures with skill and efficiency.

The Client Support Lead is responsible for overseeing the daily operations of the Client Support team while ensuring excellent service and support for clients. This role includes supervising and coaching Client Support Representatives, monitoring team performance, managing escalated client concerns, and ensuring compliance with company policies and procedures.

Key responsibilities include coordinating and overseeing collection and payment reminder efforts, responding to management requests, reviewing client medical records, conducting quality assurance reviews and file audits, and ensuring accurate data entry and maintenance within the Company's CRM. The Client Support Lead is also responsible for reviewing underwriting documentation, monitoring document uploads and downloads with third party vendors, maintaining organized client files, and ensuring the accuracy and consistency of document templates.

Additional duties include preparing and maintaining internal reports, creating and updating standard operating procedures (SOPs), task guides, and training materials, as well as tracking and updating activities within Monday Task Management Software. The Client Support Lead serves as a primary point of contact for communication with third party contractors, provides guidance and support to team members, monitors team workflows, and helps drive process improvements. This position requires regular review and response to emails and Telegram (Company Instant Messaging Software), effective written and verbal communication, strong leadership skills, attention to detail, and the ability to manage multiple priorities while supporting departmental goals and ensuring high-quality client service.

Supervisory Responsibilities:

• Yes

Essential Duties & Responsibilities:

• Answer and respond to inbound and outbound customer service calls and emails.
• Conduct file audits to ensure accuracy and completeness of the records/documents.
• Download/upload documents to the CRM platform.
• Respond quickly and efficiently to third-party contractors.
• Review and Organize Medical Records
• Act as a liaison between the company and our third-party vendors and medical networks.
• Update or create training materials for tasks.
• Provide training and mentorship to co-workers.
• Maintain checklists and workflows.
• Optimize department production/efficiency.
• Manage interpersonal issues with employees.
• Interview candidates for different positions.
• Maintain employee schedules and timecards.
• Manage complex projects.
• Maintain pipeline management
• Conduct weekly or bi-weekly team meetings.
• Review, assign and update queues to members.
• Follow up on new and assigned Monday Board support tickets.
• Audit department calls for quality assurance
• Check the DBQ Corrections Monday board regularly for any corrections that have been completed. Upload these corrected files back into the CRM.
• Make QC observations and provide feedback/coaching to the team.
• Attend bi-weekly 1:1 Lead meetings with Operations Manager.
• Attend weekly check-in meetings with CSO Gracie Lujan.
• Perform Quarterly and Annual reviews of all team members.
• Create and maintain all SOP's.
• Routinely review training materials to ensure they are up to date.
• Audit filters in the CRM for each task on a weekly basis to address any files that may be in limbo.
• Monitor departmental KPIs weekly for team accountability.
• Run KPI/Production reports for entire team for submission to the corporate folder for the required weekly report.
• Update Saturday Rotation schedule monthly
• Update all doctor lists every Monday
• Assist with the Team's hiring process as needed, including reviewing resumes, conducting interviews and collaborating with HR to ensure adherence to the company's hiring procedures.
• Supervise the in-house and remote employees routinely.
• Conduct quarterly meetings with all Operations teams with all Affiliate Brands.
• Other administrative duties as assigned by upper management.
• Other duties as assigned.

Knowledge, Skills, & Abilities:

• 1+ year(s) of previous management experience
• Understand corporate structure.
• Understand internal company workflow.
• Excellent communication and organizational skills
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
• Knowledge of CRM software.
• Ability to multitask and manage multiple priorities in a fast-paced environment.
• Detail-oriented and proofreading skills.
• Excellent phone etiquette
• Able to work independently and meet deadlines.
• Ability to sit at a computer for prolonged periods of time.
• Ability to operate a computer and/or laptop through proficient typing, clicking, and viewing a monitor for extended periods.
• Must be adaptable and willing to take constructive criticism.
• Must be a team player with a positive attitude and strong work ethic.

Education & Experience:

• High school diploma or equivalent

Benefits:

• 401(k) Plan
• Medical Insurance
• Paid Holidays
• Paid Time off

We are an Equal Opportunity Employer Global TekMed Companies (GTM) is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, marital status, veteran status, or any other applicable legally protected status or characteristic.