Customer Service - Customer Service Team Lead Medicare PC# 105-1047

CommunityCare • Tulsa, OK

1d

About The Position

Responsible for providing daily guidance, instruction, and training to help the team perform at its best. The Team Lead works directly with the Customer Service Manager to help the team work efficiently and reach its potential. The role also handles complex escalated concerns from members, providers, and internal customers, and may serve as a liaison between Customer Service and other departments. The Team Lead assists Customer Service Supervisors with monitoring daily queue activity and suggesting staffing adjustments as needed. The position focuses on building team members’ skills and knowledge so they can better support customers and the company’s mission.

Requirements

• At least 3 years of Customer Service experience.
• Thorough working knowledge of HMO and PPO plans, enrollment, benefits, and claims.
• Proficient knowledge of customer service and standard office practices and procedures.
• Strong oral and written communication skills.
• Confidence and skillful negotiating skills.
• Ability to motivate employees and provide feedback that assists in evaluating performance.
• Strong relationship-building skills for motivating and inspiring the team.
• Proficiency in Microsoft applications.
• Strong organizational and time-management skills with attention to detail.
• Successful completion of a Health Care Sanctions background check.
• Available to work all shifts as needed.
• High school diploma or equivalent.

Nice To Haves

• Medicare knowledge.
• Bilingual ability.
• Bachelor’s degree.
• Supervisory experience.

Responsibilities

• Manage complex escalated phone calls involving multiple lines of business and use problem-resolution skills.
• Prepare Customer Service Representatives to respond to customer questions and complaints and troubleshoot service or product problems.
• Assist supervisors with regularly communicating changes that directly affect inquiry responses.
• Assist walk-in members with inquiries.
• Adapt to and assist associates with organizational changes, including business processes, systems, and technology.
• Help manage daily team activities by monitoring call queues and wait times and directing resources as needed.
• Work with supervisors to help team members improve confidence, product knowledge, and communication skills.
• Motivate the team to achieve organizational goals that contribute to company growth.
• Identify training needs and conduct training as needed.
• Help create a pleasant working environment that inspires the team.
• Assist with investigating and resolving customer service complaints.
• Perform additional duties for Customer Service Supervisors as needed or directed.
• Perform other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED