Job Description

The Team Lead, Customer Support individually contributes as well as supports and trains a team that resolves health care professionals' questions and issues regarding paycheck earnings and deductions, federal and state taxation, and reimbursements in line with IRS guidelines. The Team Lead, Customer Support manages an account of Healthcare Professionals and takes a leadership role in maintaining industry recognized benchmarks (SSPA) for resolution time, ASA, and customer satisfaction by working in partnership with internal business partners in order to increase higher customer retention, market share and revenue. They work closely with the customer support leadership team to identify opportunities for improving the overall customer interaction and experience.

Job Tasks:

• Resolve payroll discrepancies by collecting data, analyzing information and coordinating with internal partners in order to retain customers.
• Calculate pay and deductions for manual payments (checks, wires, and EFT's) in relation to missing hours, pay advances, and refunds for Healthcare Professionals.
• Manage team escalations and demonstrate good business judgment.
• Problem solve/troubleshoot with team members regarding customer support and payroll issues that may arise in order to manage situations that have escalated beyond the bounds of established policy and procedures.
• Assess and resolve escalated issues with resolution rate of 95% + without management intervention and within agreed upon service level guidelines.
• Observe on-the-job performance of team members in real time in order to diagnose and coach learning opportunities in regard to organization skills, customer service techniques and additional competency growth areas.
• Assess knowledge and skill gaps according to performance data, real-time observations and feedback in order to design training plans and activities (e.g. 1:1, lecture, demonstration, role-play, discussion, etc.) that increase performance results.
• Design and deliver group trainings to address relevant internal business, process and operations updates in order to improve performance aligned with strategy by increasing knowledge and skills.
• Coordinate meetings and trainings on behalf of the leadership team for team meetings, project meetings and trainings.
• Analyze the department's people, processes, and tools and can see opportunities for synergy and integration using the lean six sigma philosophy in order to remove waste and increase accuracy.
• Provide feedback and process improvement ideas to Customer Service Management team on opportunities to better align and leverage resources and procedures in order to best address current business environment.
• Generate team-level performance reports by tracking relevant quantitative and qualitative metrics in order to identify trends and diagnose improvement opportunities.

Education, Certifications & Experience

Minimum Education/Certifications:

• Bachelor's Degree

Minimum Experience:

• 3-4 years in a fast paced, externally facing customer support department
• 1 year leadership or supervisory experience or equivalent combination of education and experience

Preferred Experience

• Emphasis in general accounting, payroll, banking, and/or account management

Respect • Passion • Continuous Improvement • Trust • Customer Focus • Innovation

AMN Healthcare is an EEO/AA/Disability/Protected Veteran Employer

We encourage minority and female applicants to apply

We value professionalism in everything we do - this includes the professional presence we project as we interact with internal and external customers.