Customer Service Team Leader

Job Ref: TE0115
Category: Call Center
Department: CALL CENTER
Location: 50 Water Street, 7th Floor, New York, NY 10004
Job Type: Regular
Employment Type: Full-Time
Work Arrangement: Hybrid
Salary Range: $53,000.00 - $58,183.00

Position Overview

The Customer Service Team Leader will assist the Customer Service Supervisor(s) with the daily supervision, monitoring of all projects and assignments. They will monitor daily job and call performance for the perspective teams so that performance levels are maintained/achieved. They will assist with the resolution of all customer services related issues that require supervisory intervention and will provide report/updates to supervisor(s) on all issues related to the department daily responsibilities.
 

Scope of Role & Responsibilities

• Strive for first call resolution, working to resolve member and provider issues as the point of contact
• Utilize dual monitors and leverage computer-based resources to find answers to customer questions
• Responsible for running, assignment and/or completion of specific projects as required including:
  • Comm Grid
  • Outbound
  • PCP Assignments
  • Assist with Medicare related inquiries that require follow up
  • Payment Inquiries
  • Claims/Case follow-up
  • Escalations
• Support of Chats for CSR support
• Provide input to individual staff evaluations if requested
• Assist with in-service and training of all Customer Service Representatives (CSRs)
• Assist with daily supervision to CSRs monitoring all work assignments and ensuring that they are completed timely and efficiently
• Assist with the running of all required reports:
  • PCPs, Orientations, and Outreach for distribution to all CSRs on their teams
• Monitor weekly status of projects providing performance reports to Supervisor
• Work with other departments for the resolution of complaint and eligibility issues for immediate same day resolution
• Work with the Complaints Team to ensure proper handling of complaints and assist with CSR inservicing when applicable
• Review training and research resources for front line call center agents
• Continual monitoring of departmental call activity to ensure required call volume handling
• All other duties as assigned

Required Education, Training & Professional Experience

• High School graduation or evidence of having satisfactory passed a High School Equivalency Program; and
• 4 years of experience in a call center environment handling high volume of calls required; or
• A satisfactory equivalent combination of education, training and experience
• Proven experience in providing excellent service to customers in various healthcare related areas, (i.e., insurance, doctor’s office, medical clinics) required.
• Bachelor’s Degree from an accredited college or university preferred.

Professional Competencies

• Integrity and Trust
• Customer Focus
• Functional/Technical skills
• Written/Oral Communication

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