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SalaryEstablished in 2018, Luna has swiftly emerged as the nation's leading and fastest-growing physical therapy company. Our extensive and continuously expanding network of physical therapists harness Luna's cutting-edge technology everyday to deliver personalized at-home care. This innovative approach has consistently demonstrated improved convenience, accessibility, safety, and adherence for patients. Luna takes pride in partnering with esteemed healthcare providers such as Emory Health, Scripps Health, UCLA Health, and Intermountain Healthcare, solidifying our commitment to exceptional healthcare delivery.
As a Call Center Supervisor (or Concierge Supervisor as we call you here in the Lunaverse), you will have a unique and immediate impact in a well-funded startup environment in healthcare tech. The Concierge Supervisor plays a crucial role in ensuring the overall performance, quality, and success of our concierge team. This position requires a dedicated and detail-oriented individual with strong leadership skills and the ability to drive results. You will be responsible for overseeing team performance, managing KPIs, and contributing to ongoing improvements within the department.
What you will do:
- Responsible for driving performance and meeting Team level KPI’s
- Reporting on team performance (weekly, monthly, ETC…)
- Employee performance/feedback and tracking
- Remediation of performance issues (individual and team wide)
- Process review and recommendations for improvement.
- 1:1’s with team members weekly
- Deliver coaching/feedback from Quality/Training team
- Employee performance/feedback tracking
- Escalated calls
- Questions/process clarification
- Chairside monitoring/review
- Participate in interviewing/hiring process
- Monitoring and remediation of employee adherence, production, and all KPI’s
- Taking calls to help the team meet SLA’s during periods of high volume.
- Acts as key stakeholder for all matters regarding team performance and quality.
- Special projects/initiatives as business needs.
You will be a strong fit if you have:
- High School Diploma or equivalent
- 2+ years of leadership experience as a team lead in healthcare and scheduling preferred
- Passion for teaching, training and coaching
- Highly detail & goal oriented
- Ability to multi-task in a fast-paced work environment
- Track record of exceptional customer service
- Proficient with Google Suite
Luna can offer you:
- 401(k)
- Dental insurance
- Vision insurance
- Health insurance
- Health savings account
- UNLIMITED paid time off
- Hybrid work from home option (after 3-6 months in office & must meet performance expectations)
Physical therapy, delivered.www.getluna.com
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Company Values
Care Exceptionally
The success of our patients, therapists, physicians, and team members is critical.
Be Incredibly Relentless
Changing healthcare is hard. It takes daily refocusing to advance our cause. Be ambitious and think big.
Make an Impact
Take ownership. Act with commitment and dedication. Work smart. Be self-directing and decisive. Speed matters. Use data when possible but trust your instincts. Get stuff done. The details matter.
Become 1% Better, Every Day
Constantly seeks opportunities to improve. Practice blameless problem-solving. Have a growth mindset.
