Customer Care Lead

For over 30 years, New Season Treatment Centers have been a leading national health care service provider of outpatient treatment centers that specialize in providing safe, quality and best in class care for individuals living with Opioid Use Disorder ("OUD").

Operating in over 70 treatment centers in multiple states, our team members are engaged in medication-assisted treatment, counseling, support, and care management of individuals living with OUD. We treat the whole person and, in so doing, address the underlying causes of OUD in an effort to provide a continuum of care that not only addresses treatment needs but supports the patient on their journey to recovery.

New Season

Reports to:

Call Center Manager

Job Code: 220

Department:
Call Center

FLSA:
Non-exempt

Direct Reports: 0

The Customer Care Lead supports the call center team, special projects and the day to day operations of the call center.

• Supports the Call Center day to day operations.
• Provides motivation and guidance to the CCR Team.
• Works with Leadership to ensure appropriate staffing for the Call Center.
• Documents, tracks and analyzes KPIs (key performance indicators) and other statistical information for team and individual performance and provides documents for Leadership as required.
• Takes inbound calls as needed.
• Facilitates appointment setting process for patients seeking help for opiate addiction treatment.
• Trains CCRs in all aspects of the treatment programs and appointment scheduling.
• Conducts individual one on ones with team members regularly.
• Monitors, evaluates and tracks CCR calls.
• Maintains consistent communication with staff, updating changes in regulations, policies and procedures.
• Facilitates and participates in all staff meetings.
• Ensures compliance with all New Season guidelines.
• Communicates with Leadership and other stakeholders as needed.
• Supports outbound programs for ongoing and special projects.
• Makes outbound calls as needed.
• Works with Leadership and HR to interview and coach as needed.
• Other duties as assigned.

(Scope of the person's authority, including a list of jobs that report to this job).

Guides Customer Care Representatives

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies (minimum knowledge, skill, and ability) required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).

A High School Diploma or GED equivalent is required.

Must be computer literate and have knowledge of all Microsoft products, especially Microsoft Outlook and Office, Google Suite, as well as Call Center hardware and software.

Experience with 3CX, Wrike or other project management systems, multi- channel contact, inbound/ outbound. Experience in monitoring, evaluating and coaching others.

Experience in leading a team and working independently without supervision. Previous health care experience is a plus. Five (5) or more years of call center experience and/or lead experience is required.

Must possess excellent interpersonal and verbal communication skills, be able to multitask, prioritize, and be dependable, reliable and flexible.

Finger Dexterity:
Use primarily for writing, operating calculator, telephone, keyboard and other office equipment.

Talking:
To convey detailed or important instructions to employees, patients and applicants.

Hearing:
Ability to hear normal conversations and receive…