Care Access is hiring a
Customer Experience Team Lead

Summary

The job description is for a Customer Experience Team Lead role in Care Access, a clinical research organization that aims to revolutionize access to clinical trials. The role involves managing both call center and recruitment teams, resolving escalated issues, providing guidance and mentorship, collaborating with management, training and development, reporting, performance monitoring, and occasional travel.

Requirements

• Education: Minimum of a high school diploma or GED; Bachelor’s degree preferred
• Experience: 3-5 years of experience in a supervisory or team lead role within a call center or recruitment environment, preferably in healthcare or clinical research
• Technical Skills: Proficiency in using call center software, CRM systems, and reporting tools is required

Responsibilities

• Centralized Leadership and Team Support: Supervise both the recruitment and call center teams, addressing any issues or challenges that arise during daily operations
• Issue Resolution: Quickly and effectively resolve escalated calls or situations, ensuring that they are handled with professionalism and in accordance with company policies
• Guidance and Mentorship: Act as a resource and mentor for team members, offering support and advice to help them navigate complex situations
• Collaboration with Management: Work closely with the manager to provide insights into team challenges and successes, facilitating continuous improvement in operations
• Training and Development: Support the ongoing training and development of team members, ensuring they have the skills and knowledge needed to excel in their roles
• Reporting: Prepare and present regular reports on team performance, challenges, and opportunities to senior management
• Performance Monitoring: The Team Lead will monitor key performance metrics, identify areas for improvement, and implement strategies to achieve recruitment and service goals

Benefits

• PTO/vacation days, sick days, holidays
• 100% paid medical, dental, and vision Insurance. 75% for dependents
• HSA plan
• Short-term disability, long-term disability, and life Insurance
• Culture of growth and equality
• 401k retirement plan