Call Center Lead

MMC Group•East Hartford, CT

1d•Onsite

About The Position

Lead a Team That Makes a Difference in Healthcare Are you an experienced call center professional with a passion for leadership and exceptional customer service? We're seeking a Call Center Lead to support a high-volume Medicaid Member Services contact center serving HUSKY Health members in Connecticut. In this role, you'll provide day-to-day leadership, coach customer service representatives, assist with escalated member inquiries, and help ensure every interaction delivers outstanding service and support. If you're ready to take the next step in your customer service career while making a meaningful impact on the lives of Medicaid members, we'd love to hear from you!

Requirements

Minimum of 2 years of call center experience
Strong customer service and leadership skills
Excellent verbal and written communication abilities
Strong problem-solving and conflict resolution skills
Ability to multitask and prioritize in a fast-paced call center environment
Strong attention to detail and accurate documentation skills
Ability to remain calm and professional while handling escalated customer interactions
Ability to work independently and collaboratively within a team environment
Proficiency with Microsoft Office Suite
Experience using: Call center software, Customer Relationship Management (CRM) systems, Ticketing platforms
Ability to quickly learn new healthcare systems and technologies

Nice To Haves

Previous experience serving as a team lead, floor support, quality analyst, trainer, or coach
Associate degree from an accredited college or university
Experience supporting: Medicaid, HUSKY Health, CHIP, Managed Care, Government healthcare programs
Experience coaching, mentoring, or developing customer service representatives
Bilingual language skills are a plus
Experience with Avaya phone systems is a plus

Responsibilities

Provide professional, courteous, and accurate customer service to HUSKY Health members and providers
Assist members with: Medicaid program information, Account inquiries, Consumer Portal password resets, Spend-down questions, Premium billing inquiries, General benefit and eligibility questions
Support call center representatives with escalated calls and complex customer concerns
Serve as a liaison between supervisors and customer service teams
Provide leadership support during supervisor absences
Coach, mentor, and assist in training new team members
Handle difficult customer situations with professionalism, empathy, and confidence
Research customer inquiries and provide accurate information based on program guidelines
Document customer interactions thoroughly and accurately
Maintain current knowledge of Medicaid and HUSKY Health policies and procedures
Monitor trends and recommend process improvements to enhance customer experience
Protect confidential member information while following HIPAA and company guidelines
Participating in team meetings, quality initiatives, and ongoing training