Customer Service Team Lead

Responsibilities 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. Qualifications 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. #J-18808-Ljbffr