Team Management: Provide daily support and troubleshooting for the Care & Appointments Navigation team. Conduct daily 8:00 AM huddles to share targets and updates. Monitor phone wait times and oversee office operations. Promote team well-being by encouraging breaks and resource use. Handle low-level complaints and maintain confidentiality. Patient Support: Ensure excellent patient interaction on calls and at the desk. Act as the first contact point for patient complaints. Handle queries or provide cover for staff absences when needed. Training & Development: Deliver and delegate training plans for new and existing employees to the Trainer Lead. Oversee completion of mandatory training across the team. Administrative Tasks: Prepare reports (e.g., phone system metrics, feedback). Manage overtime and timesheets. Administer patient feedback (e.g., via Survey Monkey). Maintain a presence at branch sites to complete admin tasks. Quality & Operations: Attend quality meetings with relevant metrics and updates. For a complete overview of the key responsibilities, please refer to the attached job description.