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Job Title : Concierge Team Lead
Department : Healthcare Concierge Operations
Position Type : Full-Time, Exempt
Location : U.S. Remote
About The Role:
Sterling is looking for a Team Lead to oversee our Healthcare Concierge Operations team. Our Concierge Operations team provides registration and order management support to our Healthcare clients. The Team Lead will provide day-to-day coaching, training, and guidance to team members and ensure key performance indicators such as productivity, quality and client care are met.
This Is What You’ll Do:
Train Concierge Team in work instructions and standard operating procedures (SOP)
Monitor productivity and quality of work to ensure customer satisfaction
Answer Concierge Team questions; provide guidance and coaching, as necessary
Escalate concerns or issues to Concierge Operations Manager
Revise procedures and protocols as necessary
Orient new team members to the procedures and expectations of the team
Consistently offer exceptional customer service to clients
Ensure positive team morale and lead by example
Track and manage team goals and key performance indicators
This Is What You’ll Do:
Train Concierge Team in work instructions and standard operating procedures (SOP)
Monitor productivity and quality of work to ensure customer satisfaction
Answer Concierge Team questions; provide guidance and coaching, as necessary
Escalate concerns or issues to Concierge Operations Manager
Revise procedures and protocols as necessary
Orient new team members to the procedures and expectations of the team
Consistently offer exceptional customer service to clients
Ensure positive team morale and lead by example
Track and manage team goals and key performance indicators
This Is What We’re Looking For:
Associate Degree required; Bachelor’s Degree preferred (or equivalent experience)
Experience in supervising a team of individuals in achieving key performance levels
Experience in Healthcare industry; knowledge of healthcare clients
Experience in customer service or call-center environment a plus
Comfortable using technology; strong ability to navigate through operating systems, internet, excel and software easily
The salary for this position is $35,000-$55,000 annually. Base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to base pay, this role is eligible to participate in the Annual Incentive Plan. A full range of benefits including but not limited to medical, financial, unlimited sick time, 22 days’ vacation annually (for FT workers; prorated 1st year of employment), parental leave and other benefits are also provided. This information is provided per several state and local Equal Pay and Pay Transparency Laws. Base pay information is based on market location. Applicants should apply via Sterling’s internal or external careers site.