Job Description

Who we are:

Third Way Health (www.thirdway.health) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable practices and healthcare organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.

About the position:

We are seeking a full-time Assistant Team Lead for our Team. The Assistant Team Lead will support the Team Lead in various administrative and leadership tasks, ensuring efficient team operations and high-quality client services. You will play a key role in supporting different aspects of operations including helping our clients and managing teams.

Responsibilities:

• Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc.
• Provide accurate, satisfactory answers to patients’ queries and concerns
• De-escalate situations involving dissatisfied patients, offering patient assistance and support
• Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit)
• Guide patients through navigating the practice website and or troubleshooting the member/patient app
• Assist the Team Lead in guiding and managing the Members team
• Provide recommendations and support for allocating team resources effectively to practices/patients as directed by the Team Lead
• Assist in monitoring team goals and performance measures
• Participate in evaluating the quality of services provided by the team
• Ensure patient satisfaction scores meet required levels
• Provide training and support during service migration for new hires, as needed
• Offer call support to other team members in the absence of the Team Lead
• Update process documentation, as needed
• Manage if the Team Lead is not available

Required skills and qualifications:

• Expertise in healthcare (US healthcare sector experience; does not need to be a nurse or doctor) and managing call center operations
• Strong communication skills, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred)
• Expertise with telephony and CRM systems, ideally Salesforce
• Ability to motivate and empower others
• Excellent conflict resolution and facilitation skills
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Excellent troubleshooting skill