Concierge Team Lead

We have great people here and are looking for more. Come join us - you will love it!

Job Title: Concierge Team Lead

Department: Healthcare Concierge Operations

Position Type: Full-Time, Exempt

Location: U.S. Remote

About The Role:

Sterling is looking for a Team Lead to oversee our Healthcare Concierge Operations team. Our Concierge Operations team provides registration and order management support to our Healthcare clients. The Team Lead will provide day-to-day coaching, training, and guidance to team members and ensure key performance indicators such as productivity, quality and client care are met.

This Is What You’ll Do: 

• Train Concierge Team in work instructions and standard operating procedures (SOP)

• Monitor productivity and quality of work to ensure customer satisfaction 

• Answer Concierge Team questions; provide guidance and coaching, as necessary

• Escalate concerns or issues to Concierge Operations Manager 

• Revise procedures and protocols as necessary 

• Orient new team members to the procedures and expectations of the team 

• Consistently offer exceptional customer service to clients 

• Ensure positive team morale and lead by example 

• Track and manage team goals and key performance indicators

This Is What You’ll Do: 

• Train Concierge Team in work instructions and standard operating procedures (SOP)

• Monitor productivity and quality of work to ensure customer satisfaction 

• Answer Concierge Team questions; provide guidance and coaching, as necessary

• Escalate concerns or issues to Concierge Operations Manager 

• Revise procedures and protocols as necessary 

• Orient new team members to the procedures and expectations of the team 

• Consistently offer exceptional customer service to clients 

• Ensure positive team morale and lead by example 

• Track and manage team goals and key performance indicators

This Is What We’re Looking For: 

• Associate Degree required; Bachelor’s Degree preferred (or equivalent experience)

• Experience in supervising a team of individuals in achieving key performance levels

• Experience in Healthcare industry; knowledge of healthcare clients

• Experience in customer service or call-center environment a plus

• Comfortable using technology; strong ability to navigate through operating systems, internet, excel and software easily 

The salary for this position is $35,000-$55,000 annually. Base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to base pay, this role is eligible to participate in the Annual Incentive Plan.  A full range of benefits including but not limited to medical, financial, unlimited sick time, 22 days’ vacation annually (for FT workers; prorated 1st year of employment), parental leave and other benefits are also provided. This information is provided per several state and local Equal Pay and Pay Transparency Laws. Base pay information is based on market location. Applicants should apply via Sterling’s internal or external careers site.

Follow us:
www.instagram.com/sterlingcheck  
www.linkedin.com/company/sterlingcheck  
www.facebook.com/SterlingCheck/  
 
Equal Employment Opportunities at Sterling 
Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.

Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.