Team Lead - Customer Relations

Job Summary

Pay Range: $42,000 - $78,000

About the Role

Assist the servicing team to exceed in First Call Resolution, accuracy, performance, and efficiency goals by motivating, encouraging, and mentoring all representatives as they build strong relationships with our customers. Be a positive role model in our organization and community. Be the face of HMSA and build relationships and gain the trust of HMSA members and providers with the goal of ensuring customers' needs are resolved accurately, timely and comprehensively. Demonstrate essential HMSA Core Values such as adaptability, approachability and building constructive and effective relationships.

Responsibilities

• Mentor servicing representatives to ensure the best customer experience by supporting representatives after they complete classroom training; completing quality assurance audits that ensure timeliness, accuracy, professionalism, and an optimal customer experience; and providing timely, relevant coaching in professional and constructive manner.
• Be available at all times for representative's questions and circulates the floor periodically every day to listen to conversations and provide instruction.
• Proficient in analyzing problems and creating end-to-end resolution.
• Must have thorough and comprehensive working knowledge of HMSA's plan provisions, eligibility requirements, benefits, claims processing, medical policies, payment policies, and administrative policies.
• Independently exercise judgment to effectively manage inquiry volume by directly supporting inbound calls and other servicing channels while at the same time providing the highest level of service to customers.
• Supports the organization's strategic consumer-centric attitude and ensure the best customer experience for every customer, in every interaction through innovation, engagement and a unified sense of purpose.
• Review with supervisors the representatives who exemplify best practices or areas where improvement is needed.
• Resolve complaints by assessing the root cause, providing the appropriate resolution, and evaluating the effectiveness of HMSA's policies and procedures.
• Provide feedback to the staff, internal HMSA departments, and management.
• Collaborate with management staff and peers in activities that support/accomplish HMSA's mission and department goals.

Requirements

• Associate's degree and three years of customer servicing experience; or an equivalent combination of education and related work experience.
• Strong verbal, written, and interpersonal communication skills.
• Strong critical thinking, researching, decision making and problem-solving skills.
• Basic working knowledge of Microsoft Office applications. Including but not limited to Excel, Word, Outlook, and PowerPoint.

Qualifications

• None specified

Skills

• Customer Service
• Problem Solving
• Communication
• Microsoft Office

Benefits

• Not specified

Pay

• $42,000 - $78,000

Schedule

• Full-time