Remote Tier 1 Support Lead for Healthcare IT

DrFirst; United States; Remote; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401K with company match

HSA contributions

Disability insurance

PTO 18 days + holidays

Continuing Education funds

Job summary

DrFirst is seeking a remote Tier 1 Support Lead to manage a team delivering multi-channel customer service. You will guide the team toward first contact resolution and measurable goals, working with DrFirst's solution suite and applying strong policies and procedures.

Ideal candidates have leadership experience, healthcare customer service background, and the ability to interpret analytics for continuous improvement. This fully remote role emphasizes consistency and agile change adoption.

Qualifications

• Proven customer service and client relations skills, preferably in healthcare.
• Strong verbal and written communication skills.
• Effective PC and internet technology experience.
• Ability to work independently and as part of a team.
• Demonstrated people leadership abilities.
• Demonstrated projects or initiative leadership abilities.
• Schedule flexibility as needed.

Responsibilities

• Answer questions and manage real-time situations to achieve goals and deliver exceptional customer experiences.
• Analyze real-time and long-term trends to provide insights for objectives.
• Coach and mentor new and existing representatives.
• Refine support processes and keep procedure updates current.
• Maintain clear communication with customers and provide timely updates.
• Escalate unresolved issues to the appropriate units with clear procedures.
• Conduct QA assessments and lead coaching sessions for growth.
• Perform regular performance reviews and goal check-ins.
• Create and update Standard Operating Procedures (SOPs).
• Collaborate with Support leadership to drive change and strategic thinking.

Skills

Customer service

Client relations

Verbal communication

Written communication

Leadership

Team management

Project leadership

Scheduling flexibility

Job description

DrFirst is seeking a remote Tier 1 Support Lead to manage a team delivering multi-channel customer service. You will guide the team toward first contact resolution and measurable goals, working with DrFirst's solution suite and applying strong policies and procedures.

Ideal candidates have leadership experience, healthcare customer service background, and the ability to interpret analytics for continuous improvement. This fully remote role emphasizes consistency and agile change adoption.