Team Lead- Member and Provider Service
New
Based in United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Customer serviceCRM
Requirements
- High school diploma with significant customer service experience, or Associate/Bachelor’s degree with related experience.
- 3+ years of experience in a call center or customer service setting, ideally within healthcare or insurance operations.
- Experience working with service technologies such as CRM systems, telephony platforms, chat tools, and knowledge management systems.
- Strong understanding of health insurance processes, with exposure to commercial, Medicare, or Medicaid plans preferred.
- Demonstrated ability to lead, mentor, and support team members in a fast-paced, metrics-driven environment.
- Excellent communication, problem-solving, and interpersonal skills with a strong customer service mindset.
Responsibilities
- Serve as a primary escalation point for complex member and provider inquiries, ensuring timely resolution and customer satisfaction across service channels (calls, chat, and service requests).
- Monitor daily team operations, ensuring coverage, workload balance, and adherence to service level expectations, including first-contact resolution goals.
- Support onboarding and ongoing training of new team members, ensuring understanding of policies, procedures, systems, and service standards.
- Review escalated cases to ensure proper handling, identify trends, and contribute to continuous improvement of service workflows and knowledge bases.
- Collaborate with leadership and cross-functional teams to align processes with organizational goals and improve customer experience outcomes.
- Provide coaching, guidance, and feedback to team members to enhance performance, quality, and efficiency.
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