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As we empower every New Yorker
to live the healthiest life possible.

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Job Details

Customer Services Team Leader

Job Ref: 44617
Category: Member Services
Department: CALL CENTER
Location: New York, NY
Job Type: Regular
Employment Type: Full-Time
Hire In Rate: $45,000.00
Salary Range: $45,000.00 - $48,000.00

Marketing Statement

MetroPlus Health Plan provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlus’ network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life. 

Position Overview

The team Leader will assist the Customer Services Department Supervisor(s) with the daily supervision, monitoring of all projects and assignments. She/he will monitor daily job and call performance for the perspective teams so that performance levels are maintained/achieved. She/he will assist 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 departments daily responsibilities. 

Job Description

  • Responsible for assignment and completion of specific projects in the units of responsibility 
  • Provide input to individual stuff evaluations 
  • 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 Leader to ensure proper handling of complaints as assist with CSR in-servicing when applicable 
  • Continual monitoring of departmental call activity to ensure required call volume handling
  • All other duties as assigned 

Minimum Qualifications

  • Bachelor’s Degree from an accredited college or university preferred
  • Minimum of two years of experience in direct consumer contact, sales and/or social services; or 
  • A satisfactory equivalent combination of education, training and experience 

Professional Competencies: 

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

How To Apply

If you wish to apply for this position, please apply online by clicking the "Apply Now" button or forward your resume, noting the above Job ID #, to:

MetroPlus Health Plan
Human Resources Department
160 Water Street 8th Floor
New York, NY 10038
Attn: Recruitment Unit