Title: Customer Success Coordinator 4 Lead
Location: Remote
Employment Type: Full-Time
Hourly Pay Range: $23 - $24 per hour
Full-Time Benefits: Medical, Dental, and Vision (with company contribution), Paid Time Off, 401k
About DocGo:
DocGo is leading the proactive healthcare revolution with an innovative care delivery platform that includes mobile health services, population health, remote patient monitoring, and ambulance services. DocGo disrupts the traditional four-wall healthcare system by providing high quality, highly affordable care to patients where and when they need it. DocGo's proprietary, AI-powered technology, logistics network, and dedicated field staff of over 5,000 certified health professionals elevate the quality of patient care and drive efficiencies for municipalities, hospital networks, and health insurance providers. With Mobile Health, DocGo empowers the full promise and potential of telehealth by facilitating healthcare treatment, in tandem with a remote physician, in the comfort of a patient's home or workplace. Together with DocGo's integrated Ambulnz medical transport services, DocGo is bridging the gap between physical and virtual care.
Responsibilities:
As part of the supervisory team, assist in supporting the coordination of the daily activities of dispatch staff.
Coordinate support with patient support services and outreach.
QA in the work of dispatchers, holding team members accountable to quality standards set by management.
Facilitate staff training in technology, workflows, scripting, and dispatch tactics, implementing training changes based on business needs and own experience.
Continue tracking, delegating, follow-up on, and action on ongoing delays, shift adjustments, visit changes, requests, and incoming team queries throughout the shift.
Provide excellent customer service to patients and team members
Maintain a professional demeanor in the office with DocGo office staff and while on calls with customers and various stakeholders.
Functions as an online lead, monitoring quality to ensure the delivery of effective services and outcomes.
Works as part of a supervisory team with management staff to ensure continuity, consistency, and strong lines of communication and accountability.
Duties include but are not limited to QA/QI, report generation, assisting with daily/weekly/monthly performance management, and various patient facing dispatch tasks.
Additional assignments/availability and cross-functional tasks will be required as necessary.
Required Qualifications:
High school diploma or general education degree (GED)
Experience working in a dispatch, logistics, or field operations team.
Basic knowledge of using standard applications. (Outlook, Excel, Word, etc.)
Outstanding organizational and multitasking abilities.
Active listener with excellent communication skills.
Sound judgment and critical thinking.
Comfortable working in a fast-paced environment and able to pivot work focus as priorities shift, based on the needs of the business.
Preferred Qualifications:
Experience in healthcare, sales, patient scheduling, medical billing, or customer service.
Prior experience leading teams of 10 or more
Prior experience leading a remote team.
Prior experience using CRM, CAD, EMR, Softphone, and/or Radio Software.
Additional Details Regarding Remote Workforce:
The remote worker must have access to:
Stable high-speed internet
A quiet, professional, in-home area to complete work
To allow for remote QA, training, and assistance, the remote worker will be required to use a company-provided computer that is pre-set to allow for screen, keystroke, and audio (while on calls) recording
Any additional required technology resources will be provided by the company
Managers may request cameras turned on during team meetings
EEO/AAP Statement: DocGo is an equal opportunity employer. We acknowledge and honor the fundamental value and dignity of all individuals. We pledge ourselves to crafting and maintaining an environment that respects diverse traditions, heritages, and experiences. DocGo is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the applicant a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of the position.