Bilingual Team Lead Non-Licensed

About the role

Team Leaders support the supervision of the call center staff to ensure prompt and accurate response to customer contacts via all communication channels. They manage 50% of the workload on the phones and 50% assisting the Call Center Supervisor with leading the project team.

Responsibilities

• Provide intermediary service between Call Center Supervisor and Call Center Communicators.
• Support Business Unit Director, Operations Manager, Client Account Manager and Call Center Supervisor in all project business initiatives and objectives.
• Update training materials and conduct trainings as directed by Call Center Supervisor.
• Investigate inquiries and complaints and handle escalations for program.
• Inform Supervisor and Operations Team of all system failures/slow-downs.
• Absorb call monitoring; provide timely feedback to Healthcare Communicators.
• Be innovative, using creativity, imagination and information to develop ideas and suggestions for improvements.
• Absorb the management team with the compilation of individual monthly program metrics.
• Disseminate all project information/directives to team.
• Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership.
• Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines.
• Accurately collect information required by individual programs and correctly document data in specific project databases.
• Complete and accurately document Adverse Events as per client and federal guidelines.
• Exhibit effective communication and tele-management skills.
• Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed.
• Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed.
• Adhere to all company policies and Standard Operating Procedures.
• Possess effective organizational skills, including working on multiple projects simultaneously.
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

Requirements

• Bilingual - Spanish Speaking
• Bachelor’s degree or equivalent work related experience.
• 2+ years of successful experience training or supervising within a Call Center operation preferred.

Qualifications

• Excellent verbal, written and listening communication skills.
• Adept at all applicable computer software, i.e., Word, Excel, and Outlook.
• Strong aptitude to learn new computer programs and client specific applications as for assigned program.
• Ability to join frequent meetings and calls without disruption or disconnecting.
• Outstanding customer service, communication, and interpersonal skills.
• Must possess the ability to train and motivate staff members.
• Must have stable, reliable, high speed home internet.
• Must have a designated separate home office space that is quiet and away from distractions.

Skills

• Effective organizational skills.
• Flexibility within department.
• Adherence to company policies and SOPs.
• Privacy and confidentiality compliance.

Benefits

Competitive pay that recognizes your experience, expertise, and impact
Comprehensive benefits including medical, dental, and vision coverage; accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leave
Company-paid holidays so you can rest, recharge, and focus on what matters most
Recognition programs, contests, and awards that celebrate your contributions
Continuous growth opportunities through learning, leadership development, and career advancement support
A collaborative culture where your ideas are valued and your work makes a difference

Pay

The base pay range for this position is $14.00/hr – $26.00/hr. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs.

Schedule

Not specified