Client Support Lead | Team Mentor for Veteran Services

Global TekMed Holdings; Las Cruces (NM); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

401(k) Plan

Medical Insurance

Paid Holidays

Paid Time off

Job summary

Global TekMed Holdings is seeking a Client Support Lead to oversee daily operations of the Client Support team, coach representatives, monitor performance, and manage escalated client concerns. You will ensure compliance with SOPs, oversee documentation, and drive process improvements using Monday.com for task management.

The role requires strong leadership, attention to detail, and excellent written and verbal communication.

Qualifications

• 1+ year(s) of previous management experience.
• Excellent communication and organizational skills.
• Proficient in Microsoft Office Suite; CRM knowledge.

Responsibilities

• Answer and respond to inbound and outbound customer service calls and emails.
• Conduct file audits to ensure accuracy and completeness of the records/documents.
• Download/upload documents to the CRM platform.
• Respond quickly and efficiently to third-party contractors.
• Review and organize medical records.
• Act as a liaison between the company and our third-party vendors and medical networks.
• Update or create training materials for tasks.
• Provide training and mentorship to co-workers.
• Maintain checklists and workflows.
• Manage interpersonal issues with employees.
• Interview candidates for different positions.
• Maintain employee schedules and timecards.
• Conduct weekly or bi-weekly team meetings.
• Review, assign and update queues to members.
• Follow up on new and assigned Monday Board support tickets.
• Audit department calls for quality assurance
• Upload these corrected files back into the CRM.
• Make QC observations and provide feedback/coaching to the team.
• Attend bi-weekly 1:1 Lead meetings with Operations Manager.
• Attend weekly check-in meetings with CSO Gracie Lujan.
• Perform Quarterly and Annual reviews of all team members.
• Create and maintain all SOP’s.
• Routinely review training materials to ensure they are up to date.
• Audit filters in the CRM for each task on a weekly basis to address any files that may be in limbo.
• Montor departmental KPIs weekly for team accountability.
• Run KPI/Production reports for entire team for submission to the corporate folder for the required weekly report.
• Update all doctor lists every Monday
• Assist with the Team’s hiring process as needed, including reviewing resumes, conducting interviews and collaborating with HR to ensure adherence to the company’s hiring procedures.
• Supervise the in-house and remote employees routinely.
• Conduct quarterly meetings with all Operations teams with all Affiliate Brands.
• Other administrative duties as assigned by upper management.
• Other duties as assigned.

Skills

Leadership

Communication

Time management

Multitasking

Education

High school diploma or equivalent

Tools

CRM software

Microsoft Office

Job description

Global TekMed Holdings is seeking a Client Support Lead to oversee daily operations of the Client Support team, coach representatives, monitor performance, and manage escalated client concerns. You will ensure compliance with SOPs, oversee documentation, and drive process improvements using Monday.com for task management.

The role requires strong leadership, attention to detail, and excellent written and verbal communication.