Overview of the Role

As a Patient Acquisition Team Lead you play a pivotal role in ensuring that our organization effectively communicates with both patients and employees. Your commitment to patient-centric and employee-centric communication will be instrumental in driving our success. You will lead by example, providing guidance, support, and coaching to the team to continuously improve the patient onboarding experience.

Essential Duties and Responsibilities

• Leadership: Oversee a team of Patient Acquisition Specialists, providing direction, support, and mentorship to ensure the highest level of service delivery.
• Team Engagement: Foster a positive and supportive work environment that encourages teamwork, creativity, and professional growth among team members.
• Patient Interaction Oversight: Oversee patient interactions conducted by the team, ensuring they are conducted with empathy, professionalism, and adherence to company standards.
• Performance Monitoring and Evaluation: Monitor team performance metrics such as patient intakes, call volume, and patient transfers and implement strategies to improve performance as needed.
• Training and Development: Ensure team is adhering to any procedural updates and provide additional support to new specialists after their training and nesting period.
• Quality Assurance: Implement quality assurance measures to ensure consistency and accuracy in patient interactions, including call monitoring, feedback sessions, and performance reviews.
• Issue Resolution: Provide guidance and support to team members to facilitate timely and effective resolution of technical and in-call issues such as minor software issues and questions while processing new patients.
• Collaboration and Communication: Communicate regularly with departmental leaders to provide updates on team performance and patient feedback.
• Compliance and Privacy: Ensure compliance with all privacy and healthcare regulations, such as HIPAA, and company policies related to patient information handling and confidentiality.
• Continuous Improvement: Identify opportunities for process improvement and innovation to enhance the patient experience and drive overall organizational success.
• Documentation: Accurately document live listening sessions, quality monitoring and coaching sessions.
• Stay Informed: Stay up to date with industry trends, product advancements, and changes in insurance and reimbursement policies related to durable medical equipment.
• Privacy regulations: adhere and comply with all HIPAA guidelines and always maintain confidentiality of patient information.
• Other duties as assigned.

What You’ll Bring

• Call Center experience (1-2 years, preferred).
• Working knowledge of performance management (1+ years)
• Proven track record in a leadership role (team lead or higher) (2+ years).
• Experience in healthcare field, specifically patient services and/or quality assurance (1+ years, preferred).
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Empathetic and patient-centric approach.
• Previous sales experience in the healthcare or medical equipment industry.
• Knowledge of diabetes and continuous glucose monitoring.
• Proficiency in CRM systems and health insurance software.
• Comfortable spending majority of day assisting patients via phone.
• Strong interpersonal and communication skills to effectively interact with patients, healthcare professionals, and other team members.
• Compassionate and empathetic nature, with a genuine desire to help patients manage their diabetes effectively.
• Excellent organizational skills and attention to detail.
• Ability to work efficiently in a fast-paced environment.
• Ability to work a fulltime 40-hour schedule from a private office in your home.
• High school diploma or equivalent.