Needs Assessment Team Lead

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Act as the subject matter expert for all workflows related to the designated lines of business.

• Collaborate with the Training Team and/or Supervisors to create training schedules.

• Support the development and upkeep of training materials.

• Conduct training for all new hires and provide ongoing training assistance for existing team members.

• Offer leadership timely feedback regarding training achievements and areas for improvement.

• Oversee Quality Management for the entire team, ensuring leads are addressed promptly and scheduling issues are resolved.

• Analyze Call Detail information daily to optimize scheduling opportunities.

• Generate daily reports on telephonic interactions, call documentation, and leads for leadership review.

• Support the team by taking calls, up to 50% of the time.

• Assist with additional tasks as directed by the supervisor.

• Navigate Veteran initiatives as required based on the line of business.

• Help manage escalated calls.

⛳️ Requirements

• High School Diploma or GED equivalent.

• A minimum of 6 months as a top-performing team member.

• Maintained defined KPIs for the last 6 months of employment.

• No disciplinary actions within the last year of employment.

• Proficiency in data entry accuracy.

• Capability to collaborate with clinical staff.

• Experience handling challenging phone calls.

• Ability to prioritize tasks and meet deadlines.

• Exhibit strong customer service skills.

• Demonstrate effective decision-making abilities.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Flexible Spending Accounts.

• Life Insurance.

• Paid Time Off.

• 401(k) with Company Match.

• Tuition Reimbursement.

• Employee Recognition Programs.

• Referral Bonus opportunities.

• Opportunities for personal and professional growth.