Lead On Call Systems Specialist

Overview:
In addition to their standard duties as a On Call Systems Specialist, the team lead is responsible for providing daily work direction to staff to achieve department and organizational objectives. Will reinforce and provide clarification of leadership expectations. The team lead has a high level of technical expertise and displays role model competency in behaviors, knowledge, communication ability and creating exceptional customer experiences while acting as the primary peer resource. In addition the team lead promotes, supports and participates in process improvement, quality initiatives, and innovation as well as actively supporting an environment of collaborative teamwork and accountability to Fairview behaviors and values.

Responsibilities/Job Description:
The On Call Team Lead position is responsible for:

 

· Supporting the roles and responsibilities of its respective Customer Solutions Center team.

· Providing daily direction, instruction and guidance to agents.

· Assisting in daily and monthly performance reporting.

· Assisting in the coordination of new agent recruitment/training/onboarding as well as ongoing learning/coaching.

· Serving as the team subject matter expert for problem-solving.

· Assisting in the development of efficient work standards.

· Receiving requests for information.

· Ensuring that knowledge resources are updated in a timely manner.

· All other agent team functions and expectations

· Sets example of demonstrating the Fairview values of dignity, integrity, service, and compassion; recognizes those who demonstrate the values in their behaviors.

· Provides direct leadership to team members. Inspire and foster team commitment, pride and trust. Facilitate cooperation and motivate to meet team goals.

· Assist with performance reporting as determined by supervisor

· Assist in the development of work standards

· Provides direct customer service to patients, physicians and/or co-workers. Responsible for all agent functions and departmental expectations.

· Partners with patient/care-giver in care/decision making.

· Communicates in a respectful manner.

· Ensures a safe, secure environment.

· Individualizes plan of care to meet patient needs.

· Modifies clinical interventions based on population served

Qualifications:
REQUIRED:

One or more years in related field

 

PREFERRED:

· Post Secondary Education

· Two or more years of customer service; 2 years of healthcare experience

· Excellent public relations

· Solid computer skills.

· Ability to multi-task