Assistant Team Lead

Responsibilities

• Take patient calls to assist with scheduling appointments and navigating intake processes
• Provide accurate and satisfactory answers to patient queries and concerns
• De-escalate situations involving dissatisfied patients through effective support and assistance
• Contact patients regarding test results or reminders for upcoming care plan events
• Guide patients through website navigation and troubleshooting the patient app
• Assist the Team Lead in managing the Members team and monitoring performance measures
• Provide recommendations for effective team resource allocation
• Participate in evaluating service quality and ensuring patient satisfaction scores meet required levels
• Offer call support and training to team members as needed
• Update process documentation and manage operations in the absence of the Team Lead

Requirements

• Experience in the US healthcare sector and managing call center operations
• Fluency in both English and Spanish (C1 level preferred)
• Expertise with telephony systems and CRM platforms, ideally Salesforce
• Strong conflict resolution, facilitation, and troubleshooting skills
• Ability to motivate and empower team members
• Excellent time management and organizational skills
• Ability to work effectively in a fast-paced environment

About the Company

Third Way Health helps medical practices and healthcare organizations across the United States improve the patient experience while reducing administrative burdens. We provide a leading technology platform and world-class services to help physicians and patients achieve better healthcare outcomes.