Customer Service Team Lead

Innovive Health provides a supportive environment where clinicians can make a meaningful impact in the lives of patients by delivering care in the comfort of their home.

Our dedicated teams go above and beyond to provide high-quality, compassionate care, and we believe the quality of our employees is the foundation of the care we deliver. Our employees are our biggest asset.

• We offer a competitive salary and a generous benefits package.
• Flexible Schedules to fit your lifestyle.
• Medical, Dental, and Vision Benefit
• Mileage Reimbursement
• 401k with company match
• Dayforce Wallet - a voluntary benefit that gives you access to earned pay,
• Employee Assistance Program
• Online CEU credits
• Rewarding one-on-one care,
• one-on-one mentoring and 24/7 clinical support
• Excellent career growth opportunities

Position Summary

Are you a natural leader with a passion for operational excellence? As our Customer Service Team Lead , you will do more than just manage calls, you will drive the performance of our frontline team. You will be responsible for real-time queue management, strategic scheduling, and the professional development of our Customer Service Coordinators. If you are a data-minded problem solver who thrives in a fast-paced clinical environment, we want you to lead our team.

Key Responsibilities

• Operational Oversight: Monitor daily call queues to ensure 100% staffing coverage and optimal response times.
• Strategic Scheduling: Create and manage monthly staffing calendars for both standard and After-Hours shifts, ensuring seamless clinical operations 24/7.
• Team Development: Lead the onboarding and training for new Coordinators; foster a culture of continuous learning through "Coffee Chats," newsletters, and weekly updates.
• Performance Analytics: Track and report weekly/monthly call volume statistics to identify trends and propose process improvements to senior management.
• Workflow Optimization: Oversee daily clinical operations tasks to ensure the team remains productive and engaged; troubleshoot issues in real-time to support clinical and operations staff.
• Resource Management: Manage the On-Call Clinician staffing calendar and monitor department overtime to ensure fiscal and operational efficiency.

Required Qualifications

• Education: Bachelor’s degree (or equivalent professional experience).
• Leadership: Proven ability to supervise staff and manage complex workflows.
• Experience: 1+ years in a high-volume Customer Service setting.
• Technical Skills: Advanced proficiency in Outlook, Excel, and Word .
• Communication: Exceptional interpersonal skills with the ability to escalate issues professionally and lead team meetings.

Preferred Qualifications

• Industry Knowledge: 2+ years in Home Health or Healthcare; familiarity with OASIS, CMS, or MassHealth guidelines.
• Management: 1+ year of direct management experience.
• Bilingual: Conversational Spanish skills are highly valued.

Physical Demands & Work Environment

• Setting: Standard office environment; involves frequent sitting and continuous use of computer/phone systems.
• Mobility: Occasional standing, walking, and ability to lift up to 25 lbs.
• Availability: Must be able to monitor and assist with After-Hours shift coverage (nights, weekends, holidays) as needed.
• Travel: Minimal local travel (5% or less) for meetings or events.

Innovive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.