Team Lead Jobs

About The Position

Requirements

• Experience as a Peer-to-Peer Coordinator or Appeal agent highly preferred
• Minimum of 2 years’ experience in Customer Service, or any healthcare operations, is required.
• Excellent verbal and written communication skills.
• Must possess strong organizational skills; ability to multitask; commitment to customer service; ability to problem solve.
• Must be able to foster a positive and productive work environment.
• Proficient in Microsoft Word, Excel, and Outlook.

Nice To Haves

• Associates Degree in a business or health related field is preferred.
• Phone Queue Experience and Data Entry Skills Preferred
• Deescalation, defusal, and time management skills
• Creating a Safe, Effective Environment, Verbal Communication, Listening, Confidentiality, Dependability, Emotional Control, Teamwork.
• Strong organizational skills; commitment to customer service; ability to problem solve; strong presentation skills throughout all levels of the organization.
• Must be able to foster a positive and productive work environment with ability to lead, build teams and motivate staff.

Responsibilities

• Ensure high priority in delivering service excellence both independently and across the team.
• Answer client/customer inquiries and develop action plans for any identified areas of improvement.
• Foster timely and accurate communication and distribution of company policies, procedures and responsibilities that directly relates to the assigned contract/ client expectations.
• Provide satisfactory resolutions to customer issues escalated from the Clinical Operations Representatives.
• Monitor and maintain the key performance indicators as outlined by management.
• Monitor, evaluate and report on any client trends that may impact staffing schedules to include business demands and case volumes.
• Assist with the hiring, development, and evaluation of all staff, including handling corrective action when necessary.
• Support Clinical Operations daily with working the phone queue and creating cases, especially during peak/ overflow periods.
• Assist with coaching / training the Clinical Operations Representatives to ensure that they achieve or exceed company expectations for quality of services rendered by providing regular, constructive feedback and guidance to develop team members to their full potential.
• Support organizational and departmental QA/ QI initiatives to include auditing as appropriate.
• Serve and protect the company by adhering to URAC standards, professional standards, policies and procedures, federal, state, and local requirements, and professional and licensing standards.
• Participate in educational opportunities, read professional publications, maintain personal networks; participate in professional organizations.
• Enhance company reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Follow company policies and procedures and conducts annual performance reviews in a timely manner.
• Respects and maintains HIPAA confidentiality guidelines.
• Daily Chat Checks
• Maintaining TAT
• Skill Building
• Hosting Audits