Team Lead - Customer Relations

HMSA • Honolulu, HI

7d

About The Position

The Team Lead - Customer Relations mentors servicing representatives and supports them after classroom training through quality assurance audits and timely, constructive coaching. The role provides ongoing guidance on the floor and is available to representatives for questions.

The position serves as a subject matter expert who analyzes customer problems and takes ownership of interactions to achieve complete resolution, often coordinating with HMSA departments and external contacts. It also directly supports inbound calls and other servicing channels while balancing inquiry volume with high service standards and performance measures.

The Team Lead researches complex calls and benefits, coordinates customer complaint and issue resolution, handles elevated irate or complaint calls, and evaluates the causes and outcomes of complaints. The role generates monthly reports and performance analysis, reviews representative practices and improvement opportunities with supervisors, and collaborates with management and peers to support department goals and HMSA's mission.

Requirements

• Associate's degree and three years of customer servicing experience, or an equivalent combination of education and related work experience.
• Strong verbal, written, and interpersonal communication skills.
• Strong critical-thinking, research, decision-making, and problem-solving skills.
• Basic working knowledge of Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.

Responsibilities

• Mentor servicing representatives after classroom training through quality assurance audits and timely, relevant, professional, and constructive coaching.
• Remain available to answer representatives' questions and circulate the floor periodically each day to listen to conversations and provide instruction.
• Analyze problems and create end-to-end resolutions, applying working knowledge of HMSA plan provisions, eligibility requirements, benefits, claims processing, medical policies, payment policies, and administrative policies.
• Take ownership of customer interactions and coordinate with HMSA departments and external contacts, including providers, employers, third-party administrators, and other insurance companies, to resolve customer needs.
• Independently manage inquiry volume by supporting inbound calls and other servicing channels while providing a high level of customer service.
• Work with Contact Center management to help meet or exceed performance measures related to first-call resolution, inquiry accuracy and timeliness, abandonment rate, average speed to answer, and Grade of Service.
• Research complex calls and benefits that require additional time or investigation, and create requests and coordinate resolution for complaints and issues, including individual consideration, HMO-G, grievance, and appeal requests.
• Generate monthly reports and analyze representatives' key performance indicators and performance trends.
• Review with supervisors which representatives exemplify best practices and which need improvement.
• Personally handle escalated irate or complaint calls, assess root causes, provide appropriate resolutions, and evaluate the effectiveness of HMSA policies and procedures.
• Provide feedback to staff, internal HMSA departments, and management.
• Collaborate with management staff and peers to support HMSA's mission and department goals.
• Perform other miscellaneous responsibilities and duties as assigned or directed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree