Customer Service Team Lead

Customer Service Team Lead (Epic Systems)
Job Summary
The Customer Service Team Lead is responsible for overseeing daily customer service operations, leading a team of representatives, and ensuring exceptional service delivery within a healthcare environment. This role requires experience with Epic Systems, strong analytical and reporting capabilities, and a comprehensive understanding of Protected Health Information (PHI) compliance requirements. The Team Lead serves as a subject matter expert, supports team development, monitors performance metrics, and drives continuous process improvement.Key Responsibilities
Team Leadership & OperationsLead, coach, and develop a team of Customer Service Representatives to achieve service, quality, and productivity goals.Monitor daily operations to ensure adherence to service level agreements (SLAs) and customer satisfaction standards.Conduct regular performance reviews, provide feedback, and implement development plans.Manage escalated customer issues and ensure timely resolution.Foster a positive, collaborative, and customer-focused work environment.
Epic Systems SupportUtilize Epic Systems to review customer accounts, patient records, and service activities.Support team members with Epic-related inquiries, workflows, and troubleshooting.Ensure accurate documentation and maintenance of customer interactions within Epic.Partner with internal stakeholders to optimize Epic processes and system utilization.
Reporting & AnalyticsGenerate, analyze, and distribute operational reports related to service performance, call volumes, customer satisfaction, quality metrics, and workforce productivity.Identify trends, gaps, and opportunities for process improvement using data-driven insights.Develop dashboards and performance scorecards for leadership review.Present findings and recommendations to management and cross-functional teams.
Compliance & PHI ManagementEnsure all customer interactions and documentation comply with HIPAA regulations and organizational policies.Safeguard Protected Health Information (PHI) by adhering to privacy, security, and confidentiality standards.Conduct regular audits and reinforce compliance requirements among team members.Escalate and report potential compliance issues according to established procedures.
Process ImprovementIdentify operational inefficiencies and recommend improvements to enhance customer experience and team performance.Participate in projects related to workflow optimization, quality assurance, and customer service excellence.Support change management initiatives and implementation of new procedures.
Qualifications
RequiredBachelor's degree in Business Administration, Healthcare Administration, Communications, or related field; or equivalent experience.2+ years of leadership or supervisory experience in a customer service, healthcare support, or call center environment.Experience using Epic Systems.Experience handling and safeguarding Protected Health Information (PHI).Strong reporting and data analysis skills.Proficiency with Microsoft Excel, Power BI, or other reporting tools.Excellent communication, coaching, and interpersonal skills.Strong problem-solving and conflict resolution abilities.
PreferredExperience in healthcare operations, patient support, or revenue cycle environments.Knowledge of HIPAA regulations and healthcare compliance requirements.Lean Six Sigma or process improvement experience.Advanced reporting and dashboard creation skills.
Key CompetenciesCustomer FocusTeam LeadershipPerformance ManagementData Analysis & ReportingHealthcare ComplianceCommunication & CollaborationProblem SolvingProcess ImprovementAttention to Detail
Success MetricsCustomer Satisfaction (CSAT) scoresService Level Agreement (SLA) achievementTeam productivity and quality metricsEmployee engagement and retentionCompliance and audit performanceReporting accuracy and timeliness
This role is ideal for a customer service leader who combines healthcare technology expertise, strong analytical capabilities, and a commitment to protecting patient information while delivering exceptional customer experiences.