Access Center Team Lead

About the role

The quality assurance lead works closely with the Access Center Manager with onboarding of staff and quality analysis of the staff interactions with our customers and potential customers. The quality team leader must exhibit exemplary communication and coaching skills to maintain high levels of customer service. The quality team lead ensures that the Access Center staff processes all calls in a friendly, timely, courteous and professional manner while serving each client compassionately, and showing genuine concern for each situation. The quality team leader will perform quality check and audits of inbound and outbound calls to ensure adherence to policies and procedures and high level of customer service. In addition, provide feedback on quality review to Access Center Staff and management. The quality team lead interacts with AtlantiCare staff, affiliate physicians, and outside consumers in a professional, pleasant & efficient manner. Gathers, analyzes and reports on data that measures quality levels and translating such data into actionable initiatives or quality programs. The quality team lead supports organizational goals by ensuring quality customer service, participating in performance improvement efforts, and demonstrating a commitment to teamwork and cooperation.

Responsibilities

• Works closely with the Access Center Manager with onboarding of staff and quality analysis of the staff interactions with customers and potential customers.
• Exhibit exemplary communication and coaching skills to maintain high levels of customer service.
• Ensure that the Access Center staff processes all calls in a friendly, timely, courteous and professional manner while serving each client compassionately, and showing genuine concern for each situation.
• Perform quality check and audits of inbound and outbound calls to ensure adherence to policies and procedures and high level of customer service.
• Provide feedback on quality review to Access Center Staff and management.
• Interact with AtlantiCare staff, affiliate physicians, and outside consumers in a professional, pleasant & efficient manner.
• Gather, analyze and report on data that measures quality levels and translate such data into actionable initiatives or quality programs.
• Support organizational goals by ensuring quality customer service, participating in performance improvement efforts, and demonstrating a commitment to teamwork and cooperation.

Required Skills, Knowledge, and Abilities

• Strong communication and coaching skills to maintain and address variances with individual performance and address adequate service levels to improve key performance indicators.
• Strong computer skills and is charged with the development, maintenance, and identification and monitoring of the integrity of the quality application.
• Exhibit a high level of communication, time management skills and flexibility.
• Identify and monitor trends, quality risks and serve as a resource regarding quality concerns or issues.
• Interact professionally with staff and handle sensitive information in a confidential, respectful and empathetic manner.
• Rotate through all shifts to provide support, coverage and act as the onsite point person.
• Contribute input on staff performance and the evaluation process.
• Take on the role of super user with quality software.
• Work with the manager on other designated projects as assigned.

Qualifications

• High School diploma or equivalent required.
• Associate's degree preferred or currently enrolled in a related degree program.
• Minimum of three (3) years of healthcare call center or Access Center experience required.
• Managed care experience preferred.
• Minimum of two (2) years of customer service or community/public interaction required.
• Demonstrated leadership, communication, and mentoring skills preferred.
• Advanced computer skills with the ability to learn and support multiple software applications.
• Strong written and verbal communication skills.