Lead Representative, Customer Service

Extraordinary Careers. Endless Possibilities.

With the nations largest home infusion provider, there is no limit to the growth of your career.

Option Care Health, Inc. is the largest independent home and alternate site infusion services provider in the United States. With over 8,000 team members including 5,000 clinicians, we work compassionately to elevate standards of care for patients with acute and chronic conditions in all 50 states. Through our clinical leadership, expertise and national scale, Option Care Health is re-imagining the infusion care experience for patients, customers and employees.

As a two-year recipient of the Gallup Exceptional Workplace Award, we recognize that part of being extraordinary is building a thriving workforce that is as unique as the patients and communities we serve. Join a company that is taking action to develop a culture that is inclusive, respectful, engaging and rewarding for all team members. Our organization requires extraordinary people to provide extraordinary care, so we are investing in a culture that attracts, hires and retains the best and brightest talent in healthcare.

Job Description Summary:

This role is a subject matter expert for the customer service team to help with questions from the team and to help direct and maintain the daily workflow of the department. The Lead will also help the Supervisor with monitoring calls and training as needed to insure process adherence and consistent customer experiences.

Job Description:

JOB RESPONSIBILITIES :

• Acts as a subject matter expert contact for questions on processes and call resolution.
• Helps to maintain training and work instructions as needed for the department.
• Performs periodic quality monitoring and participates in on-going employee training as needed.
• Monitors daily workflow and CSR availability to meet KPI standards for the department.
• Ensures compliance with any applicable State and/or Federal laws, accrediting requirements and Company policies.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES :

Does this position have supervisory responsibilities? No.
(i.e. hiring, recommending/approving promotions and pay increases, scheduling, performance reviews, discipline, etc.)

BASIC EDUCATION AND/OR EXPERIENCE :

• College degree preferred but will consider high school graduate or GED with significant industry experience.
• At least two years of related call center experience required.
• Proficiency with Microsoft Office Suite and keyboarding skills.

BASIC QUALIFICATIONS :

• Strong interpersonal and communication skills. Ability to work cooperatively and effectively with branch departments and department team members.
• Ability to maintain confidentiality.
• Ability to promote a compassionate, caring, customer service-oriented culture by operating in a professional and collaborative fashion.
• Ability to train employees.
• Supports and promotes departmental goals and initiatives.
• Knowledge of computerized information systems.
• Language Skills

Ability to read, analyze and interpret information appropriate to duties and responsibilities assigned. Ability to operate information systems, follow policy, complete required forms, and prepare re ports.

Ability to effectively present information and respond to questions from referral sources, managers, patients, employees, payers and the general public.

Ability to act in a self-confident manner to facilitate completion of a work assignment or defend a position or idea. Ability to communicate in writing clearly and concisely.

• Mathematical Skills

Ability to calculate figures and amounts such as supply quantities, percentages and refunds.

• Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to evaluate information and make decisions or take actions to solve a problem or reach a goal.

TRAVEL REQUIREMENTS :

This role does not require any traveling.

PREFERRED QUALIFICATIONS :

• College degree preferred.

Due to state pay transparency laws, the full range for the position is below:

Salary to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Pay Range is $21.13-$35.22

Benefits:

-401k

-Dental Insurance

-Disability Insurance

-Health Insurance

-Life Insurance

-Paid Time off

-Vision Insurance

Option Care Health subscribes to a policy of equal employment opportunity, making employment available without regard to race, color, religion, national origin, citizenship status according to the Immigration Reform and Control Act of 1986, sex, sexual orientation, gender identity, age, disability, veteran status, or genetic information.