at Help at Home in Chicago, Illinois, United States
Job Description
Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 49,000 compassionate caregivers across 12 states. We’re focused on serving people and the communities we are part of.
Job Summary:
The After-Hours Support Team Lead is responsible for overseeing and monitoring the team of After-Hours Coordinators (Tier 2) in addition to providing support to clients and caregivers after business hours. This position will serve as an escalation point for the Tier 2 team and third-party answering service, as well as provide training and feedback to ensure team goals are being met.
As a People Leader:
+ You lead with empathy, vulnerability, and honesty.
+ Must have a love of learning.
+ Endless curiosity and an enthusiasm for continuous improvement
+ Team-first mindset
+ Empower and inspire full time associates through coaching.
+ Hold others to high standard.
+ Knows how and when to celebrate success.
Essential Duties/Responsibilities:
+ Excel in all functions performed by an After-Hours Coordinator; acting as a Subject Matter Expert as it pertains to systems, policies, and procedures.
+ Maintain accurate and detailed records of all calls, inquiries, and resolutions in the systems to ensure proper tracking and follow-up.
+ Collaborate with Field Operations and third-party answering service to escalate and resolve complex or unresolved issues promptly, ensuring timely and satisfactory resolution.
+ Monitor live call activity and support the manager with ensuring there is adequate coverage for shifts based on peak call periods.
+ Conduct regular audits on individual Coordinator’s performance such as tickets, calls, and overall documentation to ensure adherence to procedures and quality standards.
+ Identify areas of opportunity from Coordinator’s performance and organize training sessions to coach Coordinators when errors are identified and provide ongoing feedback.
+ Provide support, direction, and training to third party answering service, as needed.
+ Maintain up-to-date knowledge of both our internal policies and procedures including adherence to the Privacy Act and HIPAA as it relates to the confidentiality of information released.
+ Assist in training staff as needed to enhance tenured agent performance and new agent onboarding experience.
+ Report problems that occur and assist with the resolution, continually looking for and suggesting process improvements, which will benefit our clients, caregivers, and markets.
+ Speak clearly and professionally in positive and negative situations as well as demonstrating empathy and patience in all interactions.
+ Support and drive a culture of business excellence thus ensuring that all employees are fully informed, trained and supported in exceeding our customer expectations.
+ Help Upkeep the company’s electronic health record system to ensure the provision of quality care and documentation of an accurate record of the company, client, and caregiver actions.
+ Comply with company policies, confidentiality guidelines, and state specific regulations while handling caller information and data.
+ Perform all other duties as required and assigned by manager.
Required Skills and Abilities:
+ Ability to work in a fast-paced work environment.
+ Ability to manage multiple tasks daily and manage time efficiently.
+ Experience in working with third-party answering services.
+ Experience in working with CRMs such as Zendesk.
+ Strives to create the most value for the customer that results in mutual long-term success in additional to demonstrating dedication to meet or exceed the expectations and requirements of customers.
+ Ability to lead change and innovation effectively by translating the organizations vision, mission, and strategic objectives into challenging but attainable goals.
+ Strong conflict resolution skills and team leadership abilities.
+ Strong interpersonal and intercultural communication skills to communicate effectively internally and externally with all levels of the organization.
+ Demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.
+ Ability to build constructive and effective relationships with colleagues at all levels and collaborates with others to develop a stronger team and enhance team spirit to achieve organizational objectives.
+ Employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.
+ Interpersonal skills, and professional telephone manner.
+ Ability to handle confidential information in compliance with HIPAA.
+ Strong attention to detail.
Education and Experience:
+ High School Diploma or GED required.
+ Previous experience in customer service.
+ Previous experience as a team lead/managerial position preferred.
+ Ability to multitask in a fast-paced environment.
+ Previous experience in scheduling preferred.
+ Proven ability to learn new workflow processes, applications, and systems quickly.
+ Proficient in Microsoft office.
