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Customer Service Team Lead

Covington, LA

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The customer service team lead supports a team of patient services representatives providing coaching and feedback to team members regularly to ensure a high customer focus in order to maximize the patient experience and drive targeted sales goals.  

  • Sets the standard for handling all calls in accordance with company standards courteously and professionally.
  • Monitors, organizes and coaches team members on a day-to-day basis in real time regarding quality of calls associated with call script adherence and call conversion.
  • Responsible for assuming and resolving escalated sales calls by handling complaints, questions and queries as necessary.
  • Assesses staffing levels and manages appropriate calling and system queues.
  •  Participates in design of call monitoring formats and quality standards.
  • Establishes rapport and builds trust while assisting patients, prescribers, and our outside sales team.
  • Quickly and accurately identifies the patient’s needs and uses services and available resources to meet patient’s needs.
  • Resolves patient concerns and troubleshoots as necessary.
  • Meets dialogue requirements in accordance with quality guidelines.
  • Assists employees in exceeding and meeting departmental objectives, performance standards, and policies.
  • Motivates and inspires the team to surpass their potential.
  • Facilitates communication among team members and helps maintain a cohesive work environment of center team members.
  • Provides feedback as necessary to Patient Services Manager regarding CSR’s performance toward achieving sales target goals.
  • Functions as a Subject Matter Expert (SME) for all CSR and PSR related duties.
  • Performs the duties of a CSR as assigned by customer service manager.
  • Achieves daily inbound and outbound call requirement based on the team’s expectation.
  • Maintains a regular and reliable attendance record.
  • Devise ways to optimize procedures and keep staff motivated
  • Working with other leads and management team members to support representatives and maximize customer satisfaction.
  • Answer questions from employees and provide guidance and feedback
  • Assist in training and preparing employees to respond to customer questions, complaints, and troubleshoot problems with services or products.
  • Anticipate escalation and take over calls when necessary
  • Knowledge of HIPAA compliance 

Job Requirements

  • High School diploma or equivalent required; associates or bachelor’s degree preferred.
  • 2+ years previous supervisory experience in a direct to consumer call center preferred.
  • Proven history of achieving goals in a similar work environment.
  • Strong knowledge of customer/patient care and performance techniques and processes.
  • Natural ability to coach, motivate, and interact well with people.
  • Evident work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast paced environment; able to work under pressure and effectively manage stress.
  • Willingness and capability to handle multiple projects and responsibilities.
  • Excellent organizational, time management, and problem-solving skills.
  • Excellent written, verbal and interpersonal communication skills. 
  • Proficient with Microsoft Office Suite.


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