Welcome to Clipboard Health and excited to see you reach this stage! A lot of companies say “We do things a little differently”, but our version of ‘a bit differently’ is the kind that has allowed us to grow at a rate of 700% a year while maintaining profitability in a sector where being “in the red” is often considered an acceptable status quo.
Our Mission:to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.
To help acclimate you further to our culture, please see a selection of posts on our Company Blog here.
*Disclaimer: Your ideas are valuable, and we respect the effort you put into creating these Case Studies. We have never copied anyone's work in the past, and we assure you that your contributions will not be used or replicated going forward.*
Our 5 traits for what makes a successful Team Lead, and how we assess them:
1. Attention to detail: A core responsibility of a Team Lead is to continuously audit their
team's tickets to uphold high standards across the team. They also hold agents accountable for achieving these high standards and ensure that they meet set metrics.
2. Root cause of agent performance: An important part of the role is to dive deep into understanding the drivers behind agent performance. They should quickly identify the underlying reasons for both low and high performance which will enable quick and effective intervention, ensuring that problems are solved within days rather than weeks.
3. Coaching and feedback: Team leads are responsible for providing valuable and specific feedback to agents to ensure overall success. Feedback must be clear, direct, and state expectations within a specific time frame. They also hold agents accountable for achieving high standards leveraging QA feedback and other metrics to guide performance.
4. Customer centricity: Team leaders must demonstrate a strong commitment to
customer centricity, which involves a deep understanding of what defines excellence in customer interactions and the overall customer experience.
5. Unreasonably fast: At Clipboard Health, we operate at a fast pace (think of the
comic book character,The Flash) while maintaining high standards. Team leaders are expected to match this speed and initiate consequence management with a strong sense of urgency and ensure that at any instance of lack of productivity or poor performance that it’s quickly addressed and resolved. Our goal is to solve problems ‘yesterday’!
The Case Study:
In your role as a Team Leader at Clipboard Health, you will oversee a team of 10-15 associates, who collectively solve hundreds of customer problems per week. Provided here is a small snapshot of some of the ticket types that we handle within Worker Operations. Please note that these tickets come from 2022 and are provided here for didactic purposes only. (These include, call recordings, live chats and or web tickets)
We are interested in how you would evaluate, grade, and manage each of these agents provided in this case. Specifically, we are looking for the following:
Questions:
1. Make a clear quality auditing scorecard and rubric that you would use to evaluate your team using Google Sheets. 2. Audit each ticket according to your rubric. 3. Rank the agents in order quality, and provide any narrative discussion on why you ranked them the way that you did. 4. Write personalized feedback to the lowest performing agent you identified. 5. Write a performance plan, with specific targets and timelines, for the low performing agent. 6. If you had to guess, what would you feel is a single root cause of the poor performance across the team that we are seeing today?
Note: We kindly ask that you refrain from using ChatGPT or any AI tools to draft your responses. With hundreds of applications received each week, AI-generated content is easily recognizable. Submissions identified as AI-generated will result in the immediate disqualification of your application. We value genuine, thoughtful answers and expect applicants to thoroughly review the provided data and respond with care and consideration.
Deadline: Please submit your Case Study within 5 business days and submit it as a PDF file. We understand that life gets busy with work and commitments, so if you need more time please let us know.
If you have any questions, please reach out to our Talent Acquisition Specialist, Roslyn Glover: roslyn.glover@clipboardhealth.com
