nThrive

Call Center- Team Lead (Early Out)

Job ID
2017-20394
Employment Type
full-time
Downers Grove
Hours Per Week
40
IL

Overview

Reporting to a Director, Manager or other leadership, the Team Lead diligently performs all assigned duties while pursuing superior customer service, engaging clients to verify satisfaction and collaborating immediately with team members in any situation where potential breach of contract or level of service issues arise.  This individual must demonstrate a commitment to the organization’s strategic plans, short and long term goals and mission, and vision and values by representing the company in a caring and professional manner.

Responsibilities

Put Our Clients First

  • Maintain client relationships and operational accountability
  • Serve as a primary client contact on day-to-day issues consistently pursuing customer satisfaction and reporting potential concerns to a Manager
  • Participate as directed in activities of new client start-up and provide staffing support and training
  • Provide client reports completion assistance and where appropriate, deliver and present reports to clients


Develop People and Foster Engagement

  • Lead by values and visibility to develop people, to accomplish goals, ensure quality, and monitor policy and procedures adherence
  • Through team member coaching and mentoring, effectively manage the activities of up to 20 FTEs
  • Help team members succeed by taking diligent steps to establish team and personal goals which align with company goals and objectives
  • As required, handle day to day time keeping activities and report related issues/corrective actions to Human Resources (HR) and manager
  • Monitor team member adherence to compliance policies, report any potential violations, and participate in performance management
  • Identify and address team member additional training needs in order to perform their required job tasks
  • Hire, counsel, give disciplinary action, or make recommendations for termination in collaboration with manager, other leadership and Human Resources
  • Actively participate and bring agenda items to team meetings
  • Provide team member performance data in preparation of annual reviews
  • Closely monitor LiveVox Key Performance Indicators to ensure inventory and workflows are moving as expected


Plan and Align

  • Participate in determining appropriate staffing levels and resource allocation and align them with productivity and performance goals
  • Provide recommendations for work assignments and schedules
  • Interact and consult with assigned team members  to ensure productivity and performance goals are met
  • Recommend and schedule resources and monitor for appropriate usage, effectiveness, etc
  • Identify and resolve any problems with the timely flow of client accounts processing. As needed, bring any deficiencies to the manager and leadership team for assistance with resolution

Qualifications

  • High School diploma
  • 2+ years of related job experience in a call center environment, preferably in a managing or lead role
  • Proficient in Microsoft Word, Excel, Outlook in PowerPoint
  • Excellent verbal and written communication skills 
  • Strong organizational and coordination abilities

Preferred Skills

  • Experience in the health care field or collections 

About nThrive

nThrive is the leader in providing end-to-end revenue cycle services, technology and education solutions. Previously known as MedAssets, Precyse, Equation and Adreima, each formerly a leader in its own right, we’ve combined our talents and capabilities into a single enterprise. At nThrive, we are people who are passionate about empowering health care for every one in every community. We work together to transform financial and operational performance, enabling health care organizations to thrive.
 
nThrive is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, age, veteran status, disability, national origin, sex, sexual orientation, religion, gender identity or any other federal, state or local protected class.

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