Bilingual Administrative Assistant Team Lead

Summary

Join a diverse team of problem solvers and critical thinkers to drive innovation and shape the future of healthcare as a bilingual Spanish/English Administrative Assistant Team Lead. This role involves leading frontline teams, managing inbound calls and texts, providing administrative support, and enabling team members to best support our members.

Responsibilities

• Lead one of our frontline teams who are responsible for managing inbound calls, texts, emails, and faxes from members and providers and connecting them to their Care Team
• Provide administrative support by generating member reports, data entry, and checking and sending mail on behalf of the Care Team
• Manage non-clinical escalations from your team and enable them to best support our members
• Directly manage and serve as an escalation point to a team of Administrative Assistants
• Lead team meetings as needed to drive performance and enable your team
• Provide Administrative Assistant inbound telephonic, text, fax, and email support for our members, and be able to identify and triage a member's needs to connect them with our Care Teams for clinical support and care coordination
• Manage PTO requests, reimbursements, time sheets, and schedule adherence for your team
• Ensure the office space is kept secure of PHI and mailer materials
• Ensure mail is sent timely to members on behalf of the Care Team and check the Nashville-based PO box
• Ensure weekly surveys are sent within SLA to our members and daily reports are generated for our teams
• Assist in scheduling patient and provider calls and case conferences, as needed
• Participate in interviews to hire a best in class team of Administrative Assistants
• Act as an air traffic controller by monitoring assignments, inbound call metrics, and by ensuring workflows and queues are being effectively and efficiently managed
• Monitor queues, quality and productivity metrics of your team, and develop coaching and remediation plans accordingly. You’ll also begin to perform quality assurance audits for your team, and will continue as needed
• Run point on reviewing candidate profiles, updating Job Descriptions, participating in interview loops, and understanding the skills, qualities, and experience that set a candidate up for success
• Provide support on building and maintaining resources and optimizing schedules and contributing to updating staffing requirements, project initiatives, and policies and procedures
• Contribute to special projects, data entry, and the development of SOPs, workflows, and enablement materials for your team
• Drive engagement and promote the Thyme Care vision and strategy
• Provide overflow, holiday, and on-call coverage support, as needed