Healthcare Customer Service Team Lead

3 days ago

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Imagenet LLC

WebsiteLinkedInAll Job Openings

Medical Claims Processing • Claims Adjudication • Medical Coding • Call Centers • Claims Auditing

1001 - 5000 employees

⚕️ Healthcare Insurance

🛍️ eCommerce

☁️ SaaS

💰 Private Equity Round on 2022-12

Description

• We are seeking a highly motivated and experienced Healthcare Contact Center Team Lead to manage and guide a team of contact center agents. • This leadership role involves direct supervision of 10-50 team members, driving performance, ensuring operational excellence, and fostering a positive, collaborative team environment. • Supervise and manage a team of contact center agents, providing regular coaching and feedback. • Monitor team performance and address any performance-related issues. • Conduct training sessions to develop team skills and knowledge. • Enforce disciplinary action when necessary and ensure adherence to company policies, including PTO and attendance. • Oversee time tracking for team members, including timecard management and approval. • Analyze KPIs, such as quality, production, and attendance, and implement strategies for improvement. • Conduct regular performance reviews and set actionable goals for team members. • Prepare and present detailed business reviews using accurate data, client feedback, and operational metrics. • Identify process inefficiencies and implement improvements. • Collaborate with other departments to resolve operational or technical issues. • Coordinate with IT support to resolve technical issues for the team. • Recognize and reward team members for outstanding performance and contributions. • Address and resolve team conflicts and maintain a positive team dynamic. • Maintain open communication with clients and internal leadership, escalating any client concerns to the Director or VP as needed.

Requirements

• Proven leadership experience, including managing, coaching, and developing a team. • Excellent attendance record, proactively planning time off according to company policies. • Strong motivational and communication skills with a positive attitude. • Ability to manage multiple responsibilities and take initiative without being asked. • High attention to detail, with perfect quality scores and no production errors for the past 8-12 months. • Technical proficiency, including experience in timecard management, quality assurance, and KPI analysis. • Strong conflict resolution, decision-making, and organizational skills. • Ability to present accurate data and conduct business reviews. • Experience collaborating across departments and handling client communications.