Remote Patient Care Team Leader

Birdi; Plymouth (MI); À distance; USD 55 000 - 75 000; Plein temps

Résumé du poste

Birdi seeks a driven Supervisor, Patient Care to lead a care team handling patient inquiries and prescription fulfillment. You’ll coach, monitor performance, and optimize workflows to elevate patient experiences. This remote role emphasizes collaboration with leadership and adherence to quality standards.

You’ll guide staffing, training, and escalation resolution while promoting operational excellence and confidentiality across the department.

Qualifications

• Bachelor's degree in Business, Healthcare Administration, or a related field preferred.
• Equivalent customer service or call center leadership experience may be considered in lieu of a degree.

Responsabilités

• Lead, coach, and motivate Patient Care Representatives to deliver exceptional patient service.
• Foster a professional, positive, and collaborative team environment.
• Provide daily direction and communication to ensure operational priorities are understood and executed.
• Mentor team members to support skill development, career growth, and performance improvement.
• Conduct regular coaching, feedback, and performance management discussions.
• Manage employee performance in accordance with company policies and procedures.
• Support promotions, transfers, disciplinary actions, and terminations when necessary.
• Oversee daily patient care operations to ensure calls, emails, and inquiries are handled accurately and efficiently.
• Ensure service levels, productivity goals, and quality standards are consistently achieved.
• Manage departmental schedules, attendance records, and timekeeping processes.
• Monitor staffing levels and workload distribution to support operational demands.
• Handle escalated patient, provider, and client concerns professionally and effectively.
• Monitor customer interactions to evaluate: Customer service excellence, Communication skills, Technical accuracy, Policy and procedure compliance.
• Provide coaching and corrective guidance when needed.
• Track and analyze team performance metrics.
• Ensure team members achieve established productivity, quality, and service-level goals.
• Develop action plans to address performance gaps and improve results.
• Evaluate existing processes and identify opportunities for operational improvements.
• Recommend solutions that increase efficiency, service quality, and patient satisfaction.
• Assist with the development, implementation, and maintenance of standard operating procedures.
• Support departmental initiatives focused on continuous improvement and operational excellence.
• Participate in recruiting, interviewing, and hiring activities.
• Assist with onboarding and training of new team members.
• Ensure employees receive ongoing development and support.
• Help establish training resources and best practices for the department.
• Partner with internal departments to resolve operational issues and improve the patient experience.
• Communicate departmental updates, performance expectations, and operational priorities.
• Build strong relationships across the organization to support business objectives.
• Serve as a key resource for escalations and problem resolution.
• Resolve complex patient service concerns and escalated issues.
• Maintain confidentiality of patient and company information.
• Support special projects and departmental initiatives.
• Perform additional duties as assigned.

Connaissances

People Leadership

Coaching & Development

Customer Service Excellence

Performance Management

Conflict Resolution

Problem Solving

Operational Excellence

Team Building

Communication

Accountability

Microsoft Office

Formation

Bachelor's degree in Business, Healthcare Administration, or a related field

Outils

Microsoft Office

Description du poste

Birdi seeks a driven Supervisor, Patient Care to lead a care team handling patient inquiries and prescription fulfillment. You’ll coach, monitor performance, and optimize workflows to elevate patient experiences. This remote role emphasizes collaboration with leadership and adherence to quality standards.

You’ll guide staffing, training, and escalation resolution while promoting operational excellence and confidentiality across the department.