Customer Service Team Leader

Position OverviewThe Customer Service Team Leader will assist the Customer Service Supervisor(s) with the daily supervision, monitoring of all projects and assignments. They will monitor daily job and call performance for the perspective teams so that performance levels are maintained/achieved. They will assist with the resolution of all customer services related issues that require supervisory intervention and will provide report/updates to supervisor(s) on all issues related to the department daily responsibilities.Scope of Role & ResponsibilitiesStrive for first call resolution, working to resolve member and provider issues as the point of contactUtilize dual monitors and leverage computer-based resources to find answers to customer questionsResponsible for running, assignment and/or completion of specific projects as required including:Comm GridOutboundPCP AssignmentsAssist with Medicare related inquiries that require follow upPayment InquiriesClaims/Case follow-upEscalationsSupport of Chats for CSR supportProvide input to individual staff evaluations if requestedAssist with in-service and training of all Customer Service Representatives (CSRs)Assist with daily supervision to CSRs monitoring all work assignments and ensuring that they are completed timely and efficientlyAssist with the running of all required reports:PCPs, Orientations, and Outreach for distribution to all CSRs on their teamsMonitor weekly status of projects providing performance reports to SupervisorWork with other departments for the resolution of complaint and eligibility issues for immediate same day resolutionWork with the Complaints Team to ensure proper handling of complaints and assist with CSR inservicing when applicableReview training and research resources for front line call center agentsContinual monitoring of departmental call activity to ensure required call volume handlingAll other duties as assignedRequired Education, Training & Professional ExperienceHigh School graduation or evidence of having satisfactory passed a High School Equivalency Program; and4 years of experience in a call center environment handling high volume of calls required; orA satisfactory equivalent combination of education, training and experienceProven experience in providing excellent service to customers in various healthcare related areas, (i.e., insurance, doctor's office, medical clinics) required.Bachelor's Degree from an accredited college or university preferred.Professional CompetenciesIntegrity and TrustCustomer FocusFunctional/Technical skillsWritten/Oral Communication#LI-Hybrid