Member Experience Team Lead

Member Experience Team Lead

HealthEZ

$23.00/hr - $26.00/hr

The Member Experience Team Lead provides day‑to‑day leadership and operational support to call center representatives, ensuring efficient workflows and exceptional service to members and providers. This role serves as a subject matter expert, assists with escalated issues, monitors performance, coaches agents, and delivers training to drive quality and compliance. The Team Lead plays a key role in fostering a positive team culture and achieving departmental service goals.

• Serve as the first point of contact for representatives needing assistance with complex inquiries or system issues.
• Provide real‑time coaching and feedback to improve call handling and customer experience.
• Conduct routine coaching sessions with representatives.
• Create and deliver new‑hire and ongoing training modules to ensure team competency. Maintain and update training materials to reflect process changes and compliance requirements.
• Review and audit agent interactions.
• Monitor call queues and ensure adherence to schedules and service level agreements (SLAs).
• Create and maintain agent schedules to optimize coverage and productivity.
• Handle escalated calls, complaints, and complex inquiries, partnering with internal departments for resolution.
• Recommend and implement process enhancements to improve efficiency and customer satisfaction.
• Maintain and enhance department Standard Operating Procedures (SOPs).
• Assist in tracking and reporting team performance metrics.
• Special duties as assigned.

• High school diploma required;
  Associate’s or Bachelor’s degree preferred.
• 1+ year in a call center environment, preferably in healthcare.
• Prior experience as a senior representative or in a leadership role is a plus.
• Strong communication and interpersonal skills.
• Proficiency in call center technology and CRM systems.
• Ability to work a standard 8‑hour shift, Monday‑Friday between 7 am–7 pm CT.
• Ability to multitask and prioritize in a fast‑paced environment.

Health

EZ provides a comprehensive benefits program that includes health benefits, a retirement plan (401(k)), paid time off, paid leave (including parental leave), and more.

Health

EZ recognizes its responsibilities under federal, state, and local laws requiring non‑discriminatory employment practices. All employment decisions, practices and procedures will be carried out without regard to race, color, creed, religion, sex (including pregnancy), sexual orientation, national origin or ancestry, age, marital status, disability, family status, status with regard to public assistance, or any other characteristic protected under applicable local, state, and federal laws.

Health

EZ is an Equal Opportunity Employer.