Customer Service Team Lead

About the role

The Customer Service Team Lead (Epic Systems) oversees daily customer service operations, leads a team of representatives, and ensures exceptional service delivery within a healthcare environment. The 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 supports team development, monitors performance metrics, and drives continuous process improvement.

Responsibilities

• Lead, coach, and develop Customer Service Representatives to achieve service, quality, and productivity goals.
• Monitor daily operations for adherence to service level agreements (SLAs) and customer satisfaction standards.
• Conduct 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.
• Use Epic Systems to review customer accounts, patient records, and service activities, and 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.
• Generate, analyze, and distribute operational reports on service performance, call volumes, customer satisfaction, quality metrics, and workforce productivity.
• Identify trends, gaps, and process improvement opportunities using data-driven insights.
• Develop dashboards and performance scorecards for leadership review, and present findings and recommendations to management and cross-functional teams.
• Ensure customer interactions and documentation comply with HIPAA requirements.

Requirements

• Experience with Epic Systems.
• Strong analytical and reporting capabilities.
• A comprehensive understanding of Protected Health Information (PHI) compliance requirements.

Datos clave

• The role oversees daily customer service operations and leads a team of representatives.
• Experience with Epic Systems is required.
• The role requires strong analytical and reporting capabilities.
• The role requires understanding of PHI compliance requirements.

Salario estimado

Salario estimado para servicio al cliente en Costa Rica: CRC 480 - 380.000 al mes, según 5 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.