Team Lead, HHA Recruiting
FreedomCare
Administrative Assistant – Team Lead
Thyme Care
full-time
Posted on:
Origin: • 🇺🇸 United States • Tennessee
Visit company websiteSalary
💰 $55,000 per year
Job Level
Senior
About the role
- Lead frontline Administrative Assistant team managing inbound calls, texts, emails, and faxes from members and providers and connecting them to Care Team.
- Provide administrative support: generating member reports, data entry, checking and sending mail on behalf of Care Team.
- Manage non-clinical escalations and enable team to support members.
- Complete Administrative Assistant training and demonstrate excellence in role.
- Know Care Team policies, escalation pathways, communications best practices, and documentation standards.
- Become expert on Thyme Care systems, tools, technology, partners, and expectations.
- Directly manage and serve as escalation point to a team of Administrative Assistants and lead team meetings.
- Provide inbound telephonic, text, fax, and email support and triage member needs to connect with Care Teams.
- Manage PTO requests, reimbursements, time sheets, and schedule adherence for team.
- Ensure office space is secure of PHI and mailer materials and check Nashville-based PO box and ensure mail is sent timely to members.
- Ensure weekly surveys are sent within SLA and daily reports are generated.
- Assist scheduling patient and provider calls and case conferences as needed.
- Participate in interviews to hire Administrative Assistants and monitor assignments, inbound call metrics, workflows and queues.
- Monitor queues, quality and productivity metrics, develop coaching and remediation plans, and perform quality assurance audits.
Requirements
- Proven track record in leadership and mentorship with experience recruiting and leading high performing, hourly employees.
- Ideally, prior experience in healthcare, customer service, or tech.
- Comfort with video chatting, Google Suite, Slack, electronic health records or comfort learning new technology.
- Ability to identify and prioritize urgent and important needs and act immediately.
- Organized and skilled in juggling multiple tasks and working under pressure without sacrificing organization in communications and documentation.
