homera-health - Patient Services Lead

• Training & Development: • Assist with the onboarding and training of new customer service representatives. • Provide ongoing training to existing staff to expand their skills and competencies. • Identify employee training needs and work with management to implement appropriate training plans. • Operational Oversight: • Monitor daily activity across all customer service platforms to ensure efficient and effective service coverage. • Assign staff to specific areas based on workload demands and ensure that patient needs are met promptly. • Track and oversee staff clock-in and clock-out times, ensuring adherence to schedules, break times, and shift changes. • Quality Control & Escalations: • Handle patient escalations and provide resolutions during assigned shifts, maintaining a professional and empathetic demeanor. • Review and make decisions on discounts, credits, or refunds, balancing customer satisfaction with company policy. • Monitor relevant Slack channels for proper tagging, responses, and message placement to ensure seamless communication. • System Management: • Identify, troubleshoot, and report any administrative system issues or bugs to the technical team. • Collaborate with other departments to resolve system-related challenges and improve operational efficiency.