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Bluebird Kids Health     Position :   Operations Team Lead, CARES Center   Location :   Palm Beach, FL (On-Site)    Reports To:        Operations Manager, CARES    Role Type:    Non-Exempt     About Bluebird Kids Health     Bluebird Kids Health is a dynamic organization that provides underserved communities with new access to value-based pediatric primary care. We are on a mission  to provide exceptional care, so every child can thrive . We offer comprehensive, evidence-based primary and urgent care services to children and their families, with support around-the-clock. Our care model includes robust care coordination, chronic disease management, and other population health supports. Our success is measured by exceptional health outcomes, lower medical costs, an outstanding child and family experience, and a rewarding environment for our clinicians and staff.   Position Description   Bluebird Kids Health is seeking a dedicated and skilled Operations Team Lead to join our  team in the CARES Center. The CARES  C enter serves as the enterprise access and remote care hub, delivering essential  A ccess to  R esources,  E ducation, and  S upport to children and their families.    Reporting to the CARES Center Operations Manager,  the Operations Team lead serves as a key point of support and operational expertise within the CARES Center. The Operations Team Lead collaborates with the CARES management team in order to ensure high-quality patient interactions and operational excellence. The Operations Team Lead acts as a subject matter expert on CARES Center priorities, programs, workflows, policies and procedures supporting team members and CARES management in achieving clinical, operating, and business performance goals.     What You’ll Do   Approximately 70% of time will be dedicated to direct operational support activities, including patient access functions, buckets, inbound and outbound patient communications, outreach hatch support, medical records support, insurance verification, and support across designated CARES Center platforms and systems.   Approximately 30% of time will be dedicated to team lead responsibilities,    including providing escalation support for complex insurance and appointment concerns, assisting with onboarding and training of new team members, supporting training and implementation of new workflows and process changes, pulling operational reports, monitoring, providing real-time team support, and assisting with department administrative needs such as supply ordering.   Maintains the flexibility to shift between operational and leadership responsibilities based on business needs, staffing levels, and patient demand.     Operational Performance   Monitor and support attainment of CARES Center key performance indicators (e.g. call response times, abandonment rate, patient experience, and quality metrics)).   Monitor and respond to daily patient communication channels, phone queues, inboxes (i.e. “buckets”) and team member availability to deliver targeted service-level performance.    Monitor and drive adherence to workflows and quality standards amongst patient access and , outreach teams.   Monitors and responds to real-time dashboards to meet operational requirements.