Member Support Representative Lead
F
FoodsmartHealthcare
Candidates must reside in and work within the US., Must be able to work M-F 9AM-5PM PST; flexible availability, including the ability to work later day shifts and occasional weekends.Full-TimeLead
Salary$60,000 - $75,000 a year; $60,000 - 75,000 + potential $10,000 bonus
Apply NowOpens the employer's application page
Job Details
- Required Skills
- People ManagementQuality AssuranceZendeskCoaching
Requirements
- Experience working in a remote, high-volume complex case management or care coordination environment.
- Prior people-management or team-lead experience is strongly preferred.
- Healthcare or experience in another highly regulated industry, such as finance or payments processing, is preferred.
- Familiarity with call center and ticketing platforms, such as Zendesk, is preferred.
- Reliable high-speed internet access with a minimum of approximately 100 Mbps download and 20 Mbps upload.
- A completely private, secure, quiet workspace.
- Availability to work Monday through Friday, 9 AM–5 PM PST.
- Flexible availability for later-day shifts and occasional weekends.
Responsibilities
- Lead a team of Member Support Representatives through regular coaching, feedback, performance reviews, onboarding, and ongoing training.
- Set expectations and hold team members accountable to 30/60/90-day milestones and ongoing performance targets.
- Monitor individual and team performance against call volume, ticket resolution, and quality metrics.
- Identify performance trends and coaching opportunities, and complete quality reviews with timely feedback.
- Ensure scheduling, staffing coverage, and service-level expectations are met.
- Serve as the first escalation point for member issues beyond representative-level resolution, routing sensitive cases as needed.
- Partner with CDE, Food Ops, Clinical Ops, and Referrals to resolve member and operational issues.
- Manage daily workflows across live call coverage and ticket queues.
- Identify process gaps and recommend improvements to reduce escalations and missed-call volume.
- Maintain documentation of team performance, coaching notes, and process changes.
View Full Description & ApplyYou'll be redirected to the employer's site
