Customer Service Team Lead
About The Position
Join Our Team: Do Meaningful Work and Improve People’s Lives Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare. Premera is committed to being a workplace where people feel empowered to grow, innovate, and lead with purpose. By investing in our employees and fostering a culture of collaboration and continuous development, we’re able to better serve our customers. It’s this commitment that has earned us recognition as one of the best companies to work for. Learn more about our recent awards and recognitions as a greatest workplace. Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: https://healthsource.premera.com/. At Premera, our purpose is rooted in improving customers’ lives by making healthcare work better. As a Customer Service Team Lead, you will play a meaningful role in bringing that purpose to life by guiding a team that directly supports the experience of our members and customers. In this role, your leadership helps ensure service is timely, accurate, and compassionate—especially in the moments when people rely on us for clarity, support, and confidence in their healthcare journey. This is an opportunity to lead through change, strengthen operational performance, and make a lasting impact on both the team you support and the members we serve. The Team Lead role oversees the workload and performance of assigned staff to support company strategies and operational goals. Key responsibilities include leading the team through a fast-paced, ever-changing environment while monitoring and supporting individual and team performance. This role is also responsible for identifying and implementing effective solutions to problems as they arise.
Requirements
- Bachelor's degree or four (4) years of experience (Required).
- Three (3) years of experience in a management/leadership role (Required).
- Three (3) years of experience in an operations environment (Required).
- Familiarity with Premera products and systems.
- Experience with Premera's technical training or procedures programs.
- Experience with quality and production management tools and systems.
- Specialized or technological knowledge/skill of auditing and systems.
- Experience leading virtual employees.
Responsibilities
- Ensure adequate staffing to meet the production and quality standards.
- Continuously improve team accuracy, workload capacity, and process efficiency.
- Manage and mentor staff; develop measurable departmental and individual goals that support the execution and success of company strategies and guides staff on their individual development plans. Conduct performance evaluations, create performance improvement plans, and recommend merit and promotional increases.
- Ensure the completion of appropriate Premera training programs to develop employee knowledge and skills. Recommend and arrange additional training when appropriate.
- Manage efficient workflow processes and procedures by maintaining understanding of current workforce management technologies. Monitor service indicators and internal /external customer feedback to design, recommend and implement operational and systems changes.
- Analyze and recommend solutions involving systems performance, audits, cost efficiencies, workflow measures, and service trends. Proactively anticipate the impact of the changing business environment on assigned work areas and adjust work assignments and processes as necessary.
- Develop and prepare tools, matrices, action plans, procedural manuals, regular and ad-hoc reports to clearly communicate progress on recommendations.
- Serve as a resource for and collaborates with cross-functional teams to evaluate and ensure workflow issues are addressed by establishing protocols and developing action plans. Build and maintain cross-functional business relationships across the organization. Lead work teams designed to identify and implement process improvements through LEAN methodologies. Evaluate and provide recommendations to leaders for process improvements based on observations of trends, progress, and obstacles.
- Suggest strategies and develop tactical plans that support the overall long-term vision of the department. Serve as an escalation point for direction and strategy for resolution of highly visible complaints and issues.
- Manage assigned team including hiring, coaching/mentoring, supporting professional development, and providing appropriate and timely performance feedback to staff, both informally and during formal review processes.
- As part of this role, you may be assigned internal controls derived from Premera’s internal controls framework. You will be accountable for understanding the controls assigned to you, their impacts on Premera, and to ensure that they are operating effectively.
- Perform other duties as assigned.
Benefits
- Medical, vision, and dental coverage with low employee premiums.
- Voluntary benefit offerings, including pet insurance for paw parents.
- Life and disability insurance.
- Retirement programs, including a 401K employer match and, believe it or not, a pension plan that is vested after 3 years of service.
- Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few.
- Generous paid time off to reenergize.
- Tuition assistance for both undergraduate and graduate degrees.
- Employee recognition program to celebrate anniversaries, team accomplishments, and more.
- Commuter perks make your trip to work less impactful on the environment and your wallet.
- Free convenient on-site parking.
- Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.
- Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.
- Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.
- Challenge someone to a game of shuffleboard or ping pong while on campus.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
