What are the responsibilities and job description for the Call Center Team Lead position at Healthy.io?
About the position
Healthy.io is the first company to successfully turn the smartphone camera into a clinical-grade medical device, enabling faster treatment and improved care for patients worldwide. Our products combine computer vision and machine learning technology with best-in-class UX design to create new clinical pathways through smartphone-powered urinalysis, digitized wound management, and beyond. It’s even going to space!
Headquartered in Tel Aviv with over 300 employees across London, Boston, and Singapore we are growing fast as we serve more and more patients across ever-expanding areas of healthcare.
We are looking for an energetic, motivated, and articulate Call Center Team Lead to join our team and support us in our mission to bring the “medical selfie” to the US. You will be responsible for supporting call center leadership and a team of Patient Engagement Advocates (PEA) communicating directly with patients, educating them on the benefits of our Kidney Check Service, and encouraging them to participate in home testing.
Requirements
- Experience with HIPAA and compliance practices and rules.
- Excellent organization, prioritization and planning skills.
- Ability to thrive in a fast paced, fluid and rapidly growing environment. 3 months tenure as Patient Engagement Advocate
- Minimum of 6 months call center experience preferred.
Role & Responsibilities
- Assist call center managers with call monitors, coaching and developing a team of associates to deliver an outstanding patient and partner experience. Participate in creating incentive and engagement programs with primary responsibility for implementing and tracking.
- Day to day troubleshooting, including handling escalated calls.
- Monitor and respond to questions in call center Slack and provide backup for call center managers in their absence.
- Protecting the Healthy.io brand through active supervision of associate interactions and transactions. Report and escalate any potential issues as needed.
- 25% -35% on phone duties, additional time if needed.
- Assist with creation and facilitation of activities during low call volume. Act as Freshdesk agent; respond to live chats, emails, etc. and assist PEA with responses as needed.