Healthcare Call Center Lead (Remote, Work-From-Home)

About the position Responsibilities • Be knowledgeable in procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries • Serve as a 'subject matter expert' to support assigned team with day-to-day questions • Lead any specific projects, products, regions, or other specializations as assigned, including complex or VIP member issues • Answer incoming member phone calls within the department's goal time frame, and conducting outbound member phone calls in accordance with the department's productivity metrics and goals • Address complaints against the health plan and its contracted facilities according to applicable complaint or grievance procedure • Assist in defining and monitoring performance and productivity standards • Assist with the onboarding of entry level staff including but not limited to 'nesting' and quality assurance of live call monitoring during the training period as required • Collaborate with the trainer and quality assurance (QA) specialist in identifying training needs; participate in regular meetings with management to report call trends and identify opportunities for team improvement • Assist with the daily process of all members regular and retro PCP transfers, ensuring that 'supervisor' approval is appropriate according to workflow • Assist with monitoring attendance and schedule adherence • Maintain confidentiality and uphold standards for privacy, data integrity, and security • Encourage a spirit of cooperation, teamwork, and accountability among all department employees • Support the oversight of the day-to-day operations and performance of the call agents • Assist with the supervisory responsibilities of planning, assigning, and monitoring work • Assist in the rewarding and disciplining of assigned employees as needed or required • Address complaints and resolve problems as necessary Requirements • Minimum 3 years' customer service experience required • High school diploma or general education degree (GED); and three to five years related experience and/or training; or equivalent combination of education and experience required • Knowledge of Medicare Managed Care Plans required • Previous lead experience or similar relevant experience required • Bilingual English/Spanish preferred • Strong computer proficiency • Excellent written and verbal communication skills • Excellent telephone techniques • Excellent data entry • Strong organizational skills • Able to type minimum 40 words per minute (WPM) using 10-key by touch Nice-to-haves • Experience in a healthcare setting • Familiarity with call center operations • Leadership training or certifications Benefits • Health insurance coverage • 401k retirement savings plan • Paid time off • Flexible scheduling options • Professional development opportunities Apply tot his job Apply To this Job