Job description
Great News! The Nation’s Top Physical Therapy Practice (that’s us!) is looking for lifetime members to join our unconventionally passionate family.About the Company:
At SPEAR, we spend each day inspiring, caring for, and elevating the New York City metro area. Together, we have built a passionate and empathetic team motivated to become the best version of itself. We respect, lead, and challenge each other to always improve ourselves, our teammates, and the health of our communities.
At our core, we develop people. By providing each other the ideal opportunities and tools to flourish—both personally and professionally—we have fostered a culture rooted in growth. And we have fun doing it!
This focus on professional development and organizational expansion has resulted in our collective achievement of several honors and recognitions from top medical, academic, and business communities. SPEAR recently received Columbia University’s Award for Leadership in Clinical Education, given to the top 1/10th of 1% of practices. SPEAR was named six times to the Inc5000 list of fastest growing private companies in America, as well as having been named by SmartCEO magazine as a Future500 company five times. SPEAR was also chosen to appear in Chase Bank’s National Ad Campaign, Mission Main Street, as a thriving small business committed to serving community interests. SPEAR was the first private practice to ring the opening bell at the New York Stock Exchange when on May 4th, 2016, during small business week, the executive team was featured on MSNBC.
In 2016, SPEAR Physical Therapy was chosen as the American Physical Therapy Association Private Practice Section’s “Nation’s Top Practice,” recognizing the company for its dedication to innovation and excellence.
In 2020, at the peak of the pandemic, the SPEAR Physical Therapy team dedicated themselves to the New York City community. This dedication was a testament to the unrelenting commitment that SPEAR providers have for their patients—the resilience the team demonstrated, and the innovative care provided to our patients–during the events of 2020 are what led SPEAR to be awarded “The Nation’s Top Practice” by the WebPT Ascend Conference. To be recognized during this historically difficult year was a proud moment for the organization and all our incredibly devoted team members.
In the years to come, SPEAR will continue its path of growth, with further expansion planned beyond the New York City Metropolitan region.
Customer Service Center Lead
Our Shared Values - As a Spear team member, you naturally exhibit Spear’s values by default. Your talents instinctively result in actions of Service, Passion, Empathy, Accountability, Respect, Impact and Teamwork. You put people first, and know that each teammate, and each New Yorker, can rely on you to help them become the best versions of themselves.
Your Impact - The Customer Service Center Lead plays a critical role in the employee experience at SPEAR Physical Therapy. As point of contact for all potential and existing patients, you will be responsible for the timely and accurate creation of accounts for new patients, answering calls and processing online requests. You will provide mentorship, and support to the team. You will maintain and update metrics as needed. You will be responsible for training the new team members. Critical skills include the ability to anticipate issues, take initiative to proactively solve problems before they arise and support decisions through data reporting.
Organization Structure:
Reports to: Customer Service Center Manager
Primary interactions: Care Coordinators, Clinical Directors, Therapist , Regional Care Coordinators, verification specialist and Director of Customer Experience
Success Factors:
- Answer questions from staff and provide guidance and feedback
- Role plays with team to ensure product knowledge and build ability to consult with customers during phone conversations
- Communicate & train employees on any updates or changes in policies & procedures
- Review and respond to Quality Assurance reports to mentor team members
- Monitoring call center activity to identify opportunities for improvement or resolve problems in real time
- Conduct daily team huddles to ensure that team members are provided with any process changes and/or updated information
- Monitor team members to ensure that policies and procedures are being adhered to
- Work closely with team members to solve customer problems
- Understand agent’s problems and weaknesses and address them
- Keep management informed on issues and problems
- Managing work schedules and overtime hours for the team, making sure that all shifts are cover
- Support overflow calls and online requests
- Communication skills: As a team lead, you need to communicate with your team, your supervisors and the company’s management team. You need to be able to communicate clearly and concisely to ensure everyone understands what you’re saying. You also need to be able to listen to your team and address their concerns.
- Leadership skills: As a team lead, you are responsible for overseeing a group of call center representatives. This means you need to have strong leadership skills to ensure your team is performing well and following company protocol. You can use your leadership skills to motivate your team, delegate tasks and encourage professional development.
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