Team Lead, Customer Care - R12692

Job Summary

The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met.

Essential Functions

• Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans
• Properly document coaching and development conversations in HR system
• Complete performance appraisals; write appropriate corrective actions, when needed
• Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications
• Analyze and leverage data to make recommendations, decisions and improve team performance
• Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities
• Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions
• Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication
• Promote positive change management
• Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines
• Implement, enforce, and support company and departmental policies and procedures
• Maintain a deep understanding and stay informed on business, new product, tools, processes, etc
• Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program
• Conduct interviews and evaluate candidates for hiring purposes
• Perform any other job related duties as requested

Education and Experience

• High School or GED required
• Associates preferred
• Three (3) years of customer service experience, to include a minimum of one (1) year in a call center environment required
• Previous supervisory/leadership experience in a call center environment is strongly preferred

Competencies, Knowledge and Skills

• Intermediate proficiency level in MS Word, Excel and PowerPoint
• Ability to communicate verbally and in written form with a variety of levels within organization
• Ability to work independently and within a team environment
• Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred
• Attention to detail
• Critical listening and thinking skills
• Coaching and development skills
• Strategic management skills
• Proper grammar usage
• Time management skills
• Conflict resolution skills
• Customer service oriented
• Leadership experience and skills
• Critical listening and thinking skills
• Decision making/problem solving skills

Licensure and Certification

• None required

Working Conditions

• General office environment; may be required to sit or stand for extended periods of time
• Travel is not typically required

Compensation Range

$54,500.00 - $87,300.00 CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position's scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type

Salary

Competencies

• Fostering a Collaborative Workplace Culture
• Cultivate Partnerships
• Develop Self and Others
• Drive Execution
• Influence Others
• Pursue Personal Excellence
• Understand the Business