Patient Experience Team Lead

The Patient Experience Team Lead will have overarching people management accountability for a team of Patient Experience Specialists. The Patient Experience Team Lead will ensure that all members of the team are working effectively and efficiently, through feedback and coaching. The Patient Experience Team Leader will work collaboratively with other leaders and supporting team members to ensure positive patient outcomes. The Patient Experience Team Lead will provide ongoing support to the team by handling and managing patient and team escalations and support in daily process activities, taking ownership of the team's overall performance against set KPI’s. The role involves leading the day-to-day operations, providing technical guidance, monitoring performance, reviewing calls, and acting as a key point of contact. It also includes people leadership and coaching, process improvement and strategic alignment, and ensuring compliance with company policies. The role requires previous experience leading a team in a call center environment, excellent communication skills, and the ability to work autonomously and as part of a team.