Customer Care Team Lead - HealthBeacon

At HealthBeacon we are global leaders in developing smart tools for managing medication, we connect people to better health through sustainable, digitally enabled solutions

Company: HealthBeacon
Location: Remote - Florida, Georgia, Virginia
Position Type: Full-Time

Overview:

HealthBeacon is seeking a dedicated Customer Care Team Lead based in Florida, Georgia or Virginia to join our team. This role is vital in delivering outstanding support to our customer care team and patients, while effectively managing team workload to achieve key performance indicators (KPIs). The ideal candidate will possess strong organizational skills and prioritization abilities to delegate tasks and ensure the team meets its goals. A unique blend of empathy, persuasive communication, and technical expertise is required to assist with our HealthBeacon Injection Care Management System and related projects.

Key Responsibilities:

• Cultivate a positive, collaborative work environment that emphasizes teamwork and patient-focused care.
• Develop a comprehensive understanding of the HealthBeacon Injection Care Management System to effectively address patient inquiries and support the Customer Care Team with daily tasks.
• Monitor and report client-related issues, such as logistical problems and app or unit concerns, to the appropriate managers.
• Accurately gather and report relevant information, documents, and adverse events in compliance with regulations.
• Adhere to standard operating procedures and regulatory policies.
• Evaluate daily/weekly workloads and guide team members on prioritization, highlighting focus areas.
• Offer feedback and suggest improvements for enhancing patient care and team productivity.
• Attend relevant meetings and training sessions, sharing pertinent information with team members.
• Conduct patient outreach in accordance with daily targets and client requirements while resolving patient queries promptly, troubleshooting issues, and providing effective solutions.
• Boost customer support efficiency and service quality by optimizing workload management, tracking performance benchmarks, and managing strategic team expansion requests.
• Increase client satisfaction by managing contractual expectations effectively, reducing deactivations, and improving conversion rates to enhance financial performance.
• Collaborate with the Quality team to improve the management of training content and minimize data breaches, preventing adverse events.
• Organize and conduct at least two in-person or hybrid training sessions with the leadership team.
• Enhance workflow and client satisfaction by improving issue resolution with Technology and Data teams.
• Triage tickets into Tier 1, 2, and 3, providing Tier 1 support for system, Zendesk, and Twilio configurations, and collaborating with the Engineering team to resolve tickets.
• Collaborate on automated solutions to reduce ticket volume and identify training opportunities for continuous improvement.

Qualifications & Skills:

• Minimum of 1 year experience in a customer-facing role.
• Exceptional interpersonal skills with a natural ability to empathize with patients and create positive interactions through strong persuasive communication.
• Solid technical skills; familiarity with Zendesk and/or Twilio is advantageous.
• Problem-solving skills with a solution-oriented approach to patient, client, and customer issues.
• A collaborative team player capable of working independently.
• Proven experience in pharmacovigilance reporting and regulations is a bonus.
• Understanding of data protection procedures and confidentiality requirements.
• Strong organizational and time management skills with the ability to prioritize tasks and meet deadlines.
• Flexibility to adapt to changing priorities and work under pressure while maintaining a positive outlook and patient satisfaction focus.
• Ability to work proactively and recommend process improvements.