Customer Service Operations Lead

Job Summary

A company is looking for a Customer Service Operations Lead.

Key Responsibilities

• Maintain and analyze KPI reporting and ACD metrics to drive performance
• Act as the primary liaison between offshore leadership teams and the client
• Partner with offshore leaders to ensure workflows and quality standards meet client expectations

Required Qualifications

• High school diploma preferred
• 5 years of leadership experience in a healthcare call center
• Experience managing a fast-paced team handling 40-100+ calls per day
• Working knowledge of EMR systems such as EPIC, Meditech, or Cerner
• Understanding of EOBs and authorizations/referrals