Service Center Team Lead - Remote
Are you energized by working in a fast-paced call center and making a difference in the lives of members? Do you have excellent communication skills, strong supervisory, customer service, and organizational skills, and want to be part of an organization where caring truly counts?
As a Service Center Team Lead, you will work remotely in your home office and be responsible for supervising a team of Service Center Representatives that provide high-quality customer service to members of this important program.
Service Center TL Responsibilities
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- Supervise Service Center Representatives, providing leadership, direction, and support.
- Ensure processes and procedures are adhered to ensuring departmental objectives are met.
- Monitor workloads and status; support colleagues by providing advice on handling complex issues.
- Identify and resolve problems and issues.
- Assist managers with escalated calls & inquiries
- Communicate with upper management regarding unit issues.
- Direct workflow and workload assignments to the team.
- Track trends, investigate escalations, balance workloads, and serve as a liaison with customers to assist with problem resolution.
- Ensure that best practices and SLAs are met; provide coaching and mentoring to individual colleagues.
- Work closely with managers and business analysts to identify opportunities for change to support continuous improvement.
- Manage staffing schedules to ensure appropriate department coverage.
- Assist members with day-to-day benefits and provider-related questions and/or issues
- Provides a streamlined provider experience that includes both the initial relationship development and assisting a claimant in finding a physician.
- Process incoming calls, faxes, and voicemails from claimants, providers, clients, attorneys, etc. resolving their provider-related questions and issues in accordance with designed guidelines and policies.
- Performs other duties as assigned.
Qualifications:
- Bachelor’s degree from an accredited college or university is preferred.
- Two (2) years of administrative and/or customer service experience or an equivalent combination of education and experience is required.
- Experience working in a Call Center Environment receiving in and outbound calls required
- Experience working in the Health Care industry and supervisory experience preferred
- Excellent oral and written communication skills
- PC literate, including Microsoft Office products
- Strong organizational skills
- Good interpersonal skills
- Analytical and interpretive skills
- Excellent interpersonal skills
- Excellent negotiation skills
- Good judgment and discretion skills
- Ability to manage reports and metrics
- Ability to manage multiple projects and set priorities
- Ability to work in a team environment
- Ability to meet or exceed Performance Competencies
In addition to a competitive salary, comprehensive health and welfare benefits, tuition reimbursement, and incentive compensation, company offers participation and vesting in a 401(k) plan with a company match.
The information provided above has been designed to indicate the general nature and level of work of the position. It is not a comprehensive inventory of all duties, responsibilities, and qualifications required.
Important Information
Successful candidates will be required to undergo a financial and criminal background check and obtain and maintain confidential-level security clearance upon hire. We participate in the United States Federal Government E-Verify program to confirm the employment authorization of the employee upon hire.
Equal Opportunity and Affirmative Action Employer
All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, disability, marital status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status, or any other classification protected by federal state or local laws as appropriate, or upon the protected status of the person’s relatives, friends or associates.
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
- Bachelor's (Preferred)
Experience:
- Customer service: 2 years (Preferred)
- Call center: 2 years (Preferred)
- Healthcare: 2 years (Preferred)
- Call Center Supervisory: 2 years (Preferred)
Work Location: Remote
