Customer Service Team Leader
About The Position
Join PacificSource and help our members access quality, affordable care! PacificSource is an equal opportunity employer. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths. This role involves supervising and providing guidance to Customer Service Representatives regarding department policies, procedures, and workflow. The Team Leader is responsible for hiring, mentoring, coaching, and evaluating team members’ performance, demonstrating effective leadership to improve individual performance and develop teamwork and team support. They will manage change and encourage collaborative relationships, involvement, and initiative.
Requirements
- High School Diploma or equivalent required.
- Computer Skills, Typing and 10-key required.
- Ability to read and comprehend both written and spoken English.
- Communicate clearly and effectively.
Nice To Haves
- Two years medical insurance or other healthcare related field preferred.
- Prior customer service/call center experience preferred.
- Claims processing preferred.
- Experience in leadership preferred.
- Medical terminology, CPT & ICD-9 coding preferred.
- Microsoft word/excel preferred.
Responsibilities
- Provide supervision, coaching, training, support, evaluation and leadership to assigned staff.
- Assist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees.
- Provide feedback, including regular one-on-ones and performance evaluations, for direct reports.
- Assist with process improvement and work with other departments to improve interdepartmental processes.
- Utilize lean methodologies for continuous improvement.
- Utilize visual boards and daily huddles to monitor key performance indicators and identify improvement opportunities.
- Monitor, evaluate and report service performance for the department and determine staffing needs related to day-to-day performance goals.
- Investigate and settle issues not resolvable by customer service representatives.
- Relay information for dispute resolution to appropriate departments and personnel.
- Assist with answering inquiries received by phone, mail, e-mail or in person, providing exceptional service.
- Assist in appeal research and resolution.
- Coordinate business activities by maintaining collaborative partnerships with key departments.
- Actively participate as a key team member in department meetings.
- Actively participate in various strategic and internal committees in order to disseminate information within the organization and represent company philosophy.
- Serve as back-up to the Customer Service Manager as needed.
- Maintain department visual board.
- Meet department and company performance and attendance expectations.
- Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
- Perform other duties as assigned.
Benefits
- Flexible telecommute policy
- medical, vision, and dental insurance
- incentive program
- paid time off and holidays
- 401(k) plan
- volunteer opportunities
- tuition reimbursement and training
- life insurance
- flexible spending account
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
