| Company: | Universal Health Care
St. Petersburg, FL |
| Job Location: |
Jackson, MS (Hinds County) |
| Employment Type: | Full Time |
| Department: | Member Services |
Description: |
| Member Services Team Lead is a senior level representative within the Member Services team reporting directly to the Team Manager. The Team Lead services inbound and outbound calls, and is a subject matter expert for questions and escalated calls prior to management intervention. The Team Lead is a resource providing assistance to other team members and the manager through call monitoring and coaching to improve productivity, work quality and services. Uses experience and expertise to support Member Service Representatives and/or Licensed Agents. Uses reasonable judgment to respond to Member Services inquiries and applies a high level of compliance proficiency when dealing with issues routed through the call center. |
Duties: |
| Takes escalated prospect/member/provider/broker calls
Place, validate and follow up on inquiries made by prospects/members/providers/brokers, as well as resolve correspondences via phone, email or other from members/providers
Provide coaching and training for Member Service Representatives, as well as work with management to facilitate staff development
Promote a positive work environment by establishing and maintaining a professional relationship built on mutual trust and respect with management and staff
Monitors calls of Member Services Representatives and provides coaching to improve performance
Establish and maintain a partnership with team and management to support defined business requirements and drive customer satisfaction
Adhere to all CMS/ACHA/HIPAA and other federal and state regulations as well as contracted policies and procedures
|
Qualifications: |
| Experience/knowledge of healthcare industry, preferred
Ability to identify problems, analyze alternative solutions and take action necessary to resolve issue
Good organization skills
Good diction, voice quality and clarity of speech
Must be able to communicate effectively through oral and written methods to members, providers and internal customers
Ability and willingness to work as necessary after hours and weekends
Basic knowledge of call center systems |
