Workplace Type: Onsite
Employment Type: FT
Job Location: Barberton, OH
JOB SUMMARY
The Complete Surgical Care Assistant Team Lead (ASTL) supports the CSCS team by providing day-to-day guidance coaching, and operational support. This role partners closely with the Team Leader to strengthen team performance, ensure consistency in process and maintain a high standard of service for CHM members. The ASTL serves as a resource for team members, helps reinforce policies and procedures, and contributes to team development. This position exists to enhance team effectiveness, provide leadership support, and ensure operational goals are met while upholding CHM’s mission and values.
PRIMARY RESPONSIBILITIES
Team Leadership & Support
- Serve as a resource for the CSCS team members by answering questions, clarifying procedures and
- supporting daily operations.
- Serve as a point of contact when the Team Leader is unavailable.
- Assist with on-boarding and training of new team members.
- Assist team huddles as needed and support team communications.
- Conduct regular one-on-ones with team members to address questions, performance needs, and workflow
- challenges.
Operational & Performance Support
- Maintain strong knowledge of CHM guidelines, policies, and procedures.
- Assist with monitoring productivity, quality, and adherence to SOP’s.
- Review complex member cases and escalated calls when necessary.
- Provide back up support for the CSCS role, including coordination with providers and members.
- Review and approve EPR’s for CSCS and Member Advocate team as needed.
- Respond to inquiries and communications in a timely and professional manner.
Collaboration & Continuous Improvement
- Work collaboratively with other departments to resolve issues and improve workflows.
- Identify process gaps and recommend improvements to the Team Leader or Supervisor.
- Assist with special projects and departmental initiatives.
- Support team performance goals and organizational objectives.
- Review error reports and collaborate with team members to address trends or recurring issues.
Administrative & Leadership Contributions
- Provide input for performance evaluations and team development plans.
- Assist with record keeping and reporting related to team performance.
- Represent the team in meetings when the Team Leader is unavailable.
- Model CHM’s mission, values, and commitment to excellence in all interactions.
CORE COMPETENCIES & SKILLS
- Leadership and team support skills
- Strong communication and interpersonal abilities
- Problem-solving and critical thinking
- Organizational and time management skills
- Ability to coach and motivate others
- Adaptability in a fast-paced environment
- Attention to detail and process adherence
REQUIRED QUALIFICATIONS
Education
• High school diploma or equivalent required; additional education or relevant experience preferred.
Experience
- Prior leadership, mentoring, or team support experience preferred.
- Experience in customer service, healthcare, or member advocacy environments is a plus.
- Experience working in a virtual or cross-functional team environment.
- Knowledge of Coral and KPP platform preferred.
- Strong organizational and communication skills
Technical Skills
- Ability to learn and apply CHM systems and processes effectively.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- and relevant systems.
- Experience with reporting tools such as Power BI preferred.