Privia Health elevates the patient-provider relationship by delivering tools, talent, and technology built to transform healthcare. Our proven, physician-focused platform is designed to reduce unnecessary costs, achieve better outcomes, and improve patient health and provider well-being.

Title/Position: Team Lead, Customer Experience

Department or Business Unit: Practice Operations, Customer Experience
Reporting Structure: Manager, Customer Experience

Employment Type: FTE

Exemption Status: Non-Exempt

Min. Experience: Entry/Mid-level

Travel Required: None

Overview of the Role:

The Team Lead, Customer Experience is responsible for supporting the Customer Experience Manager, with meeting the service level metrics and to ensure the quality and level of service to our patients exceeds expectations.

Primary Job Duties:

• Actively manage phone agents productivity and adherence by using real time dashboard monitoring and provide coaching and support to agents.
• Function as a subject matter expert by assisting with escalated phone calls/emails/cases and responding to the Specialists needs in a professional, timely manner.
• Professional communication with teammates, patients, and other guests of Privia.
• Critically analyze a situation and are able to escalate issues to the appropriate internal partners and then meticulously follow through with them to ensure that the customer is served in a timely fashion.
• Identify process improvements, current trends (issue and volumes), and training opportunities, and then report them in a timely manner to your manager.
• Report to Manager any system outages, personnel issues or areas of concern in a timely manner.
• Meet with the Leadership Team monthly to discuss issues, team performance and metrics.

• High School Diploma required, advance certification a plus
• At least one year of Previous management/leadership experience
• Familiar with Healthcare billing and claim resolution is preferred
• Familiar with software such as Word, Excel, Web Browsers and Browser based web applications. Salesforce knowledge a plus
• Excellent written and verbal communication
• Availability to work an 8 hour shift between the hours of 8am - 6pm
• Accessibility to secure, quiet work space with high-speed internet to work remotely
• Must comply with HIPAA rules and regulations

Interpersonal Skills & Attributes:

• Ability to multitask, and identify areas of priority.
• Ability to provide feedback in a positive, constructive manner.
• Problem solver.
• Process oriented, but able to think outside of the box to solve issues.
• Trustworthy, and confidential.
• Team player, focused on creating strong team morale.
• Strong leadership skills.

All your information will be kept confidential according to EEO guidelines.

Technical Requirements (for remote workers):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.