Member Services Lead- Region 3

IMMEDIATELY HIRING

Member Services Lead - Region 3

Full Time

Location: Remote

Our mission of providing care to the world at a moment's notice is at the heart of everything we do. We are caregivers, first and foremost and we will be there when you need us. With more than 38,000 employees, Global Medical Response teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services around the world. We provide end-to-end medical transportation as well as fire services, integrated healthcare solutions and disaster response.

JOB SUMMARY

The Customer Complaint Representative directly investigates and coordinates communications on escalated customer complaints. They resolve all complaints within established time frames while ensuring strict adherence to corporate compliance and federal HIPAA regulations. They direct engagement in the coordination of internal policy review and response of customer audits.

ESSENTIAL FUNCTIONS/DUTIES

* Monitor team performance metrics such as average handling time, call quality, customer satisfaction scores, and adherence to schedules.

* Hold individual coaching sessions with team members to discuss their performance, identify areas for improvement, and set goals.

* Create a positive and motivating environment by recognizing top performers, celebrating achievements, and fostering teamwork.

* Ensure that the team provides exceptional customer service by meeting or exceeding service level agreements (SLAs) for response times, resolution rates, and customer satisfaction

* Analyze performance data to identify trends, track progress towards goals, and make data-driven decisions for process improvement.

* Seek opportunities to improve work environment.

* Be flexible with shifting daily priorities.

* Manage own time and work assignments effectively.

* Meet or exceed established standards of productivity and quality.

* Performs other duties as assigned.

QUALIFICATIONS

Education/Licensing/Certification

* High School Diploma or GED required.

* Associates or Bachelor Degree preferred.

Experience

* Lead or Quality Assurance experience preferred.

* Healthcare experience preferred.

* Ability to deal with complex problems involving a broad scope of issues while under pressure.

* Ability to effectively solve customer complaints in a timely manner by utilizing all tools available. Other i.e. knowledge and skills

* Must be proficient with Microsoft Office applications.

* Must type 40 wpm.

* Must have effective oral, written and interpersonal communication skills.

* Convey thoughts in a well-organized, concise manner. Use appropriate grammar and punctuation in written documents.

WORKING CONDITIONS AND PHYSICAL & MENTAL REQUIREMENTS GUIDING VALUES AND BEHAVIORS

Employee must consistently exhibit our guiding principles:

* Patient Care - We continually earn the privilege to care for our patients. It is at the forefront of everything we do.

* One Team - We respect each other and achieve together what no individual can alone.

* Innovation - We are driven to develop solutions that inspire progress.

* Vigilance - We will never waver in our commitment to safety and preparedness in the fulfillment of our duties.

* Ownership - We are accountable for what we do and take pride in how we do it.

* Citizenship - We are dedicated to being good stewards in the communities we serve.

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.