About the position: We are seeking a full-time Assistant Team Lead for our Team. The Assistant Team Lead will support the Team Lead in various administrative and leadership tasks, ensuring efficient team operations and high-quality client services. You will play a key role in supporting different aspects of operations including helping our clients and managing teams. Responsibilities: - Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc. - Provide accurate, satisfactory answers to patients’ queries and concerns - De-escalate situations involving dissatisfied patients, offering patient assistance and support - Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit) - Guide patients through navigating the practice website and or troubleshooting the member/patient app - Assist the Team Lead in guiding and managing the Members team - Provide recommendations and support for allocating team resources effectively to practices/patients as directed by the Team Lead - Assist in monitoring team goals and performance measures - Participate in evaluating the quality of services provided by the team - Ensure patient satisfaction scores meet required levels - Provide training and support during service migration for new hires, as needed - Offer call support to other team members in the absence of the Team Lead - Update process documentation, as needed - Manage if the Team Lead is not available Required skills and qualifications: - At least 6 months in the company - Expertise in healthcare (US healthcare sector experience; does not need to be a nurse or doctor) and managing call center operations - Strong communication skills, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred) - Expertise with telephony and CRM systems, ideally Salesforce - Ability to motivate and empower others - Excellent conflict resolution and facilitation skills - Strong time management and organizational skills - Adaptability and flexibility - Comfortable working in fast-paced environments - Excellent troubleshooting skill