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

Community Care•Tulsa, OK

About The Position

The Customer Service Team Lead provides daily guidance, instruction, and training to help the team perform at its best. Working directly with the Customer Service Manager, this role helps the team operate efficiently and reach its potential. The Team Lead also interacts with members, providers, and internal customers to resolve complex escalated issues, and may serve as a liaison between Customer Service and other departments. The role assists Customer Service Supervisors with monitoring daily queue activity and suggesting staffing adjustments. It focuses on developing the team’s skills and knowledge so employees can better support customers and the company’s mission. The successful candidate is supportive, communicative, and attentive.

Requirements

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.
Availability to work all shifts as needed.
At least 3 years of customer service experience.
High school diploma or equivalent.

Nice To Haves

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

Responsibilities

Manage escalated phone calls involving complex problems across multiple lines of business and use problem-resolution skills.
Prepare Customer Service Representatives to answer customer questions and complaints and troubleshoot service or product problems.
Help supervisors regularly communicate changes that affect responses to inquiries.
Assist walk-in members with inquiries.
Help associates adapt to organizational changes involving business processes, systems, and technology.
Monitor call queues and wait times with supervisors and direct resources as needed.
Work with supervisors to build team members’ confidence, product knowledge, and communication skills.
Motivate the team to achieve organizational goals that contribute to company growth.
Identify team training needs and conduct training as needed.
Contribute to a pleasant and inspiring work environment.
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.