**Who we are**: **About the position**: We are seeking a full-time Assistant Team Lead for our Member's Team. The Assistant Team Lead will support the Team Lead in various administrative and leadership tasks, ensuring efficient team operations and high-quality client services. You will play a key role in supporting different aspects of operations including helping our clients and managing teams. **Responsibilities**: - Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc.- Provide accurate, satisfactory answers to patients’ queries and concerns- De-escalate situations involving dissatisfied patients, offering patient assistance and support- Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit)- Guide patients through navigating the practice website and or troubleshooting the member/patient app- Assist the Team Lead in guiding and managing the Members team- Provide recommendations and support for allocating team resources effectively to practices/patients as directed by the Team Lead- Assist in monitoring team goals and performance measures- Participate in evaluating the quality of services provided by the team- Ensure patient satisfaction scores meet required levels- Provide training and support during service migration for new hires, as needed- Offer call support to other team members in the absence of the Team Lead- Update process documentation, as needed - Manage if the Team Lead is not available **Required skills and qualifications**: - At least 6 months in the company- Expertise in healthcare (US healthcare sector experience; does not need to be a nurse or doctor) and managing call center operations- - Expertise with telephony and CRM systems, ideally Salesforce- Ability to motivate and empower others- Excellent conflict resolution and facilitation skills- Strong time management and organizational skills- Adaptability and flexibility- Comfortable working in fast-paced environments - Excellent troubleshooting skill