Consult Support Lead

Summary Of Position

The Consult Support Team Lead will support the Operations Supervisor and assist in the day-to-day operation of the Consult Support and Command Center functions. Key responsibilities include reviewing data elements to ensure timely healthcare delivery, hosting and attending team huddles, providing coaching and training, analyzing data points, and acting as a liaison between IT and Operations.

Essential Duties And Responsibilities

• Host and attend Team huddles, team meetings or debriefing.
• Provide coaching, training, and real-time assistance to front-line staff as needed in partnership with supervisor.
• Review, analyze, and research various data points that could impact department KPIs and take corrective action.
• Absorb and provide direction to internal and external stakeholders in real time and 4-hour look-ahead.
• Identify, document, and communicate daily trends and communicate to stakeholders.
• Act as liaison between IT and Operations to establish/maintain strong exchange of information on technical or system issues.
• Build and maintain a professional rapport with all Network Providers to offer real-time assistance and ensure they have the appropriate access to systems and tools necessary to perform consults.
• Acquire full knowledge and understanding of various products/proprietary systems to develop into a subject matter expert to assist with processes across product lines.
• Perform other duties as directed.

Qualifications

• 2+ Years in Customer Service Operations required.
• 1 year of prior leadership or training experience is required (will consider applicable experience with Teladoc in lieu of requirement).
• Proficient in MS Word, Excel, PowerPoint.
• Attention to detail is a must.
• Ability to follow a process that is outlined by leadership.
• Ability to work independently.
• Possess the ability to work on multiple projects, define tasks, and assign priority level with minimal supervision.
• Ability to adapt to changes in work environment.
• Represent Teladoc to members, providers, and clients in a courteous and professional manner.