• Patient Services Support Team

    Job Locations US-IL-Effingham
    Requisition ID
    Customer Service - Support
  • Overview

    PSR Team Lead


    Brief Description:


    Excellent opportunity for a dedicated Team Lead! The Team Lead is responsible for the overall daily management of a team in consideration of agent, client, and company requirements. The Team Lead is directly responsible for agent performance and development. The Team Lead also has responsibility for client specific service levels and other client metrics for his/her team.


    Are you looking for a career with endless limits? Are you self-motivated, friendly and work well in a fast paced environment? If so, Heartland Dental is looking for you! As a leading dental support organization, Heartland Dental is experiencing phenomenal growth and needs individuals like you to join our team. Come experience an exciting dental career providing non-clinical support to a network of offices nationwide.


    We are seeking a full time Team Lead to join our team. 



    We understand that you work hard, which is why each supported location provides an excellent compensation and benefits package.  Additionally, Heartland Dental’s extensive training and continuing education opportunities are unparalleled and exceed industry norms. Each supported location invests heavily in your professional and personal growth and wants to see you succeed.  If your career ambitions include leadership and further advancement, our network of supported locations offer many opportunities to help you meet your goals.  Heartland Dental’s network of supported locations is expected to double in size within the next five to seven years and new opportunities will be created to support that growth.


    Additional benefits:

    • Medical and prescription drug insurance
    • Free dental services for yourself and your dependents minus lab fees
    • Vision care support
    • Life insurance
    • 401(K) retirement plan
    • 6 paid holidays off
    • Team-focused, uplifting and educational work culture
    • Potential for 2 weeks vacation available



    • Manage and direct the daily activities of the agents
    • Carry out call quality monitoring to ensure business standards are being met
    • Act as a resource to agents by providing information and resolution
    • Track and manage schedule adherence, attendance tracking and metrics for the      team to improve efficiency
    • Handling, following up and resolving customer complaints and questions
    • Administering corrective actions as necessary
    • Ongoing/Continuous Coaching, agent reviews, evaluations and delivery of agent development plans
    • Responsible for employee satisfaction and morale
    • Communication to Agents
    • Collaborate with leadership on Agent Incentive Programs
    • Team Motivation
    • Interviewing / Hiring support



    • 4 year degree or equivalent experience preferred.
    • Demonstrated knowledge OR familiarity with the QA program and standards
    • Strong facilitation, oral and written communication skills
    • Demonstrated team supervising and teaching skills
    • Ability to motivate and inspire a team while exhibiting confidence and demonstrating control through a positive attitude
    • Maintains composure in high stress environments and situations
    • Ability to manage and build relationships at all levels of the business
    • Ability to adapt to change and remain flexible
    • Strong knowledge of the customer care process, tools and techniques
    • Demonstrated passion for Customer Service and the development of others
    • Demonstration of the following traits (Courtesy, Respect, Integrity, Discipline,      Responsibility, Accountability)
    • Excellent PC skills (e.g., Excel, PowerPoint, Word)


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