Team Lead, Provider Support

Inovalon•Tampa, FL

About The Position

Overview: The Technical Product Support Team Lead will respond to internal team requests (phone, email, chat) to provide assistance on products. They will assist with maintaining adequate phone coverage for inbound customer calls, assist with case/queue management, gather feedback from team members regarding process updates/changes, make recommendations for training and assist with onboarding of new hires. The Technical Product Support Team Lead will score cases for quality purposes and provide feedback to the individual team members. Duties and Responsibilities: Assist team members with difficult issues by offering technical expertise and training where applicable; Take ownership of complex cases for further handling as appropriate; Responsible for ownership of assigned Salesforce queues; Monitor phone and email queues to ensure department service standards are met; Perform ongoing Q&A sessions with team members in effort to increase knowledge and improve troubleshooting techniques; Coach new and existing team members on case quality evaluations to ensure accuracy and improve job knowledge; Assist management with customer escalations received via phone, email, etc.; Review team member cases when absent to ensure timely follow-up and next action dates are met; Elevate cases to Tier II for assistance as necessary; Coordination of customer communications, including unplanned outages, product releases, and planned maintenance; Take ownership of special projects at request of management; Demonstrates leadership skills and acts as a strong team player who interacts with all parts of the organization; Ability to diffuse difficult customer conversations; Takes initiative to perform various tasks independently with limited supervision; Other duties as assigned; Maintain compliance with Inovalon’s policies, procedures and mission statement; Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company.

Requirements

Minimum 5 years of experience in a call center environment
Minimum 2 years of Healthcare IT industry or medical billing experience
Minimum 1 year experience as a Technical Support II or III role in Provider BU
Experience with MS Office Products
Experience multi-tasking in a fast paced, detail-oriented environment
Healthcare EDI Knowledge (ANSI 835, 837, 270/271)
Knowledge working with Problem Management, Records Management ticketing system (Salesforce)
Experience organizing and managing workload efficiently and prioritizing projects
Experience with using and supporting Software as a Service (SaaS)
Extensive knowledge in one or more ABILITY services

Responsibilities

Assist team members with difficult issues by offering technical expertise and training where applicable
Take ownership of complex cases for further handling as appropriate
Responsible for ownership of assigned Salesforce queues
Monitor phone and email queues to ensure department service standards are met
Perform ongoing Q&A sessions with team members in effort to increase knowledge and improve troubleshooting techniques
Coach new and existing team members on case quality evaluations to ensure accuracy and improve job knowledge
Assist management with customer escalations received via phone, email, etc.
Review team member cases when absent to ensure timely follow-up and next action dates are met
Elevate cases to Tier II for assistance as necessary
Coordination of customer communications, including unplanned outages, product releases, and planned maintenance
Take ownership of special projects at request of management
Demonstrates leadership skills and acts as a strong team player who interacts with all parts of the organization
Ability to diffuse difficult customer conversations
Takes initiative to perform various tasks independently with limited supervision
Other duties as assigned
Maintain compliance with Inovalon’s policies, procedures and mission statement
Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company