Customer Service Team Lead

Job Description

Leads in handling escalated patient/customer inquiries and complaints with the ability to investigate and resolve. Identifies trends in recurring issues and offers ideas for process improvement initiatives. Provides mentorship and coaching to the team through ensuring the daily tasks are executed and provides ongoing feedback. Monitors daily workflows and organizes appropriate coverage. Leads onboarding and training of new team members. Partners in team member engagement, patient satisfaction, and supports day-to-day team questions, training support, and coaching for their assigned team. Promotes and ensures a positive work environment that endorses growth in learning and development. Serves as a champion for the IU Health Values and maintains constant focus on providing exceptional team member experience and support.

• High School Diploma/GED is required. Associate's Degree is preferred.
• Requires 7-10 years of relevant experience.
• Previous leadership experience is preferred.
• Requires knowledge of applicable products and markets.
• Requires working proficiency in MS Office (Word, Excel, PowerPoint).
• Must be familiar with the software used to connect with customers and gather their information.

About Us

• Indiana University Health has nearly 40,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we're home to the largest nursing network in Indiana with more than 9,000 nursing team members at over 800 sites of care.
• IU Health is ranked No. 1 in Indiana by U.S. News & World Report, Riley Children's Health is ranked among the top children's hospitals in the country by U.S. News & World Report.
• A unique partnership with the Indiana University School of Medicine - one of the nation's largest medical schools - gives patients access to groundbreaking research and innovative treatments, and it offers team members access to the latest science and the very best training - advancing healthcare for all.
• With 15 hospitals, including seven with Magnet designation and eight with Pathways to Excellence designation, our team members are leading the way through excellence.
• At Indiana University Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross training development.
• Indiana University Health is invested in the lives of Hoosiers, leading the transformation of healthcare to make Indiana one of the nation's healthiest states.

About the Team

Indiana University Health is Indiana's most comprehensive health system, with 15 hospitals and nearly 40,000 team members serving Hoosiers across the state. We're looking for team members who are inspired by challenging and meaningful work for the good of every patient. People who are compassionate and serve with a purpose. People who aspire to excellence every day.