Manage a growing team of Patient Support Specialists and ensure SLA adherence.
Review and analyze team performance data to meet targets.
Collaborate with cross-functional stakeholders on initiatives to drive operational improvements.
Manage queue, backlogs, and workflows to optimize performance.
Use customer insights to identify workflow improvements for better CX.
Resolve complex escalations from Patient Success using business judgment.

🎯 Requirements

Bachelor’s Degree in Communication, Business Administration or equivalent degree/experience
3+ years of leadership experience in a fast paced environment
2+ years of customer service, call center, healthcare or other relevant experience
Strong leadership; ability to provide critical and on-time feedback and coaching to team members and business partners
Ability to leverage data to make crucial decisions independently
Onsite role in Robinson Township, Pittsburgh

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