Team Lead, Customer Care

Job Summary:

The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met.

Essential Functions:

Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans

Properly document coaching and development conversations in HR system

Complete performance appraisals; write appropriate corrective actions, when needed

Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications

Analyze and leverage data to make recommendations, decisions and improve team performance

Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities

Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions

Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication

Promote positive change management

Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines

Implement, enforce, and support company and departmental policies and procedures

Maintain a deep understanding and stay informed on business, new product, tools, processes, etc Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program

Conduct interviews and evaluate candidates for hiring purposes

Performs any other job related duties as requested

Education and Experience:

High School or GED required

Associates preferred

Three (3) years of customer service experience, to include a minimum of one (1) year in a call center environment required

Previous supervisory/leadership experience in a call center environment is strongly preferred

Competencies, Knowledge and

Skills:

Intermediate proficiency level in MS Word, Excel and Power Point Ability  to communicate verbally and in written form with a variety of levels within organization

Ability to work independently and within a team environment

Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred

Attention to detail

Critical listening and thinking skills

Coaching and development skills

Strategic management skills

Proper grammar usage

Time management skills

Conflict resolution skills

Customer service oriented

Leadership experience and skills

Critical listening and thinking skills

Decision making/problem solving skills

Licensure and Certification:

None required

Working Conditions:

General office environment; may be required to sit or stand for extended periods of time Travel is not typically required

Compensation Range:$54,500.00 - $87,300.00

Care Source takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly/salary):

Salary Organization Level Competencies Fostering a Collaborative Workplace Culture Cultivate Partnerships Develop Self and Others Drive Execution Influence Others Pursue Personal Excellence Understand the Business This job description is not all inclusive. Care Source reserves the right to amend this job description at any time. Care Source is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.#LI-KM1

Brand=Care Source
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